Poor service.

Good day. I have been a momentum multiply client around 5 years. I am also a virgin active member. I receive a discount rate on my gym membership due to the fact that i am a multiply customer. Each month i have a debit order that gets paid to momentum multiply for my gym. During the lockdown my gym membership was frozen. For the months of september and october momentum multiply with virgin active allowed me to freeze my membership. I have received an e mail from virgin active as that i will be allowed to freeze my gym membership for november and december and that i only pay 20%. I did contact momentum multiply in which a consultant advised me he is not aware of this as virgin active have not notified momemtum about this and he will get back to me. The consultant did get back to me and asked me to e mail proof from virgin active in which they are allowing to freeze gym memberships in which i have done. I have contacted momentum multiply after and stated that they have not received any documents and they are not allowed to freeze gym membership due to virgin active not allowing them to do so. I have contacted momentum multiply on many occassions at my cost, to speak to that specific consultant which was handling my case, i have left messages for him to call me back in which he has not. This is totally unacceptable as i am a paying customer to momentum multiply. I have proof of the e mails i have sent. There is also proof as to the calls that i made in which momentum states all calls are recorded. I am uterly disappointed in which momentum employs consultants that do not return your calls, takes your calls or even replies to e mails.