Shocking service and no warnings

I am utterly disgusted with Virgin Active. I have been a member for a year so that I could join the gym. Firstly they gave me zero warning that my gym membership would go up if I didn't go enough times. Suddenly my gym membership has doubled.

Secondly I have never received a cent back from buying from Woolworths and Dischem despite linking my cards on the Discovery website.

I tried to phone for help today and I was not at my computer so I did not have all the information in front of me. They told me that they had to verify me only to be told that I failed verification and they would not help me. I am totally shocked and disgusted at their service or lack there of. Is this the way to treat someone who has been with Discovery for years.