Virgin Active - Cooling off period refund

I rejoined Virgin Active on 26/04/2021. My personal circumstances changed 2 days later and I cancelled within the 5 day cooling off period. I have been back to the gym twice, called the call centre at least 6 times. Each person I speak to guarantees that I will be refunded within 2 weeks. I have asked each one to please include me in mails of escalation, but to-date no refund 3 months later. Clearly the management is as useless as the call-centre staff, unless the escalation is in-fact not being completed as promised.