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Virgin Active / still no refund after 11days

I filled a report on the 01.09.09, they said that they are very sorry about the fault from there side and that they will refund me, Then they phone me and tell me that i must go and check my bank statments when they deducted the money and bring it to them and then only will they refund me. How dont they dont know when they stole my money???

Br

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