******/ No regard for customers

So I signed up in April 2021 and due to the fact that we were still under a lockdown and the levels were changing on an on going basis, I asked the guy how I would be affected if I terminated prior to the end of the contract. The guy at the club confirmed that if I terminate after I've had the membership for 6 months, there would not be any clawbacks.

In November 2021, I missed a payment and I received a call from virgin active and I informed them that I will no longer be continuing with the membership due to the covid wave at the time.

So I was under the impression that the membership is terminated. When I contacted Virgin in March to try and sign up for a new membership, I'm told that I have an active membership which is in arrears. The sales guy told me he will investigate and get back to me and he never did. A month later I contacted their contact center and spoke to a guy called Damian, who told me that he will have to do the investigation and listen to the calls and get back to me.

Damian does not come back to me for a whole month. I called the contact center again and asked for anybody to resolve this as this was stopping me from opening up a new membership.

The agent that I spoke to told me that she cannot assist me as Damian is the guy that is working on my case. She then told me that she will get Damian to call me back.

Whenever I call the contact center I get no joy from anybody else as they say they cannot take over from Damian since he is not available.

To my surprise, today I get a call from Virgin and they are asking if I am aware that I have an active membership???? What part of cancelled do they not get.

When I explained to the lady that called me about what is going on, she dropped the phone. What kind of customer service is this?

The fact that there are people that are able to contact me but none available to resolve that issue at hand disgusts me.