Billing frustrations

I am writing this as a disgruntled member of Virgin Active. I have only joined Virgin Active end of September but the way they treat customer's queries/complaints leaves a lot to be desired. The system is always offline to attend to my issue and after they promise to fix my issue with the billing, I was charged again while they still need to refund me. This is not what I expected of what I thought was a world class gym in South Africa. After this type of service, I no longer hold Virgin Active in high regard. At the end of my 12 month contract, I am not going to renew my contract and rather look at other gym services in the country