Bad service from Virgin Active

Have been trying to get my membership sorted out. VA decided I wasn't a vitality member and charged me for a full membership. They can't give me answers despite me proving my vitality membership. I call the cradlestone branch daily, the manager is either on lunch, on leave or not available. It's been 3 weeks. I went in the the branch on Saturday only to be promised the manager would call me today That again hasn't happened. On the 13th June I emailed the head office. They acknowledged my email promoting to get back to me and a week later they still haven't. Noone seems to care.