Customer service gone bad

In Aug my husband phoned the customer care line about money that did not go off his account. Due to this he can not gym. He made an arrangement for it to go off the next month with his monthly payment and it did not deduct the outstanding amount. October he made once again arrangements for all outstanding money to go off once and once again consultant says that it will comes pay day no right deduction. I than send an email in October as for customer service is off no help and until today I have not heard anything back. We want all the money to go off once so he can gym again but with this extremely bad service I would rather you just cancel his contract. It's not the customer fault if you guys don't deduct money right. And for all the inconvenience this has caused I feel that Virgin active does not care for their customers health at all.