Bad customer service

I have never being humiliated and disrespected by virgin active staff member, her name is Khethiwe Majozi from new market. She denied me access to the gym because I owe one month of premium. I still don’t believe you don’t get formal correspondence from virgin active, you just get someone who use company’s resources to fighting personal issues. Can I get the procedure from virgin active how do you deal with a member who owe the company. I really don’t appreciate what I experienced on sunday(05/06/2022) around 10:30.