Vitality and Virgin active - Terrible communication.

At the end of November 2023 I changed from Vitality Classic to vitality Active by calling Vitality and speaking to one of their representatives. Everything was fine until I was charged the full rate my gym membership in Jan 2024. I spoke to various people from Virgin active and Vitality to get to the bottom of it. It turns out my Vitality was not activated with Virgin active because it was cancelled when I went from Vitality to Vitality classic. There was no mention that this would happen at the time. I asked the representative if I need to do anything else and he said no, that's all.

So, I called Virgin active and told them my story and they re-activated my vitality gym membership but then also added on an activation fee. They said I would be re-imbursed for the month where I paid the full price and that they would take it up with Vitality (this never happened). Every time I go to he gym they said there is an outstanding activation fee to pay. Even though I was wrongly billed in January and they owed me money.

After this I called Vitality to sort it out and they told me that they should never have activated my Virgin active membership on Vitality active. But for some reason the rep. at Virgin active did.

Then I get an email today saying that I was correctly billed for January because I cancelled my Vitality membership and didn't re-activate my Virgin active membership. You'd think a downgrade is not the same as cancelling but they never bothered to mention it at the time even after asking if there was anything else I needed to do.

I am beyond fed up with spending forever on the phone speaking to someone who says they understand only to be told by email that the whole this is my fault. All of this just to go to the gym.