Awful service

How do you ever get hold of anyone to sort out queries? I have been over charged 4 times over the last few months, and then one month a double payment went off. It took 3 months for anyone to respond to me on email, to say they have acknowledged the query. It has still not been resolved. No help at all and nobody ever answers the phone or as soon as you get through, the phone is out down. How do we get service from Virgin Active??