diasappointed with virgin active , please sort my account

i am extremely disappointed with virigin active, there are debiting money from my account twice in each month, tried going to speak to them for months now and there always says system is down no matter which branch you go, calling is a wast of time as no one answers the phone,, my partner upgraded her account with discovery now there take double the amount from her account instand of a price drop, we have sent several emails but not even one has been responded to , i am disgusted ,disappointed and irritated