Business ProfileforThrivePass

I had a balance of $300 in my Thrive Pass account in December of 2021, and was reminded by the marketplace to use it before January 1st. On December 30th, I signed up for a single month of a gym membership for my partner and myself, totaling $274. As stated in the transaction information, the price was charged to my Thrive account, bringing the amount in it to $26. I immediately contacted Thrive to cancel the membership so that I would not be charged for a second month. In January, Thrive charged my credit card for the membership, even though that money had already been taken out of my Thrive account--when I logged back in, the final balance from the 2021 year had bounced back to $300. I have been contacting them ever since--I showed proof of when I signed up, I showed proof of when the charge was confirmed to go through. I suggested that they use a test account and use the all the parameters of my account to see what had happened. When I showed this evidence and made this suggestion, they stopped responding to me. Whether or not it was an administrative error/glitch that charged the existing balance is irrelevant--their mistake should not cost me nearly $300, when the $300 was already there.