Absolutely disgusted with their service

I am absolutely disgusted in the service of virgin active. No wonder the trust index is 1.8/10. I have tried multiple times to contact them with regards to a debit order that was deducted from my account even after virgin active explicitly told me that the debit order was stopped. After holding for 10 minutes for all 10 my calls, I decided to ask them to call me back, which takes them about 24 hours and their line dies anyway.

I canceled my membership with them since I got injured and got a fracture in my spinal cord. I have a medical note that the doctor gave me to cancel my membership as I am not allowed to go to gym forr 12 months. Even with this they still charged me R2000+ as cancelation fee, which is absolutely disgusting.

One of my family members canceled their gym contract with Virgin Active in Potchefstroom with a doctors note and got no cancelation fee. I mentioned this to them and they said "We do not have any options like that. You will have to pay the fee."