Disappointing service, 20min plus holding times

After trying to get get feedback from Virgin Active on the incorrect amount deducted from my account for 5 days (each time I called holding period before call was answered was more than 10mins), only to be told by the consultant that they are offline and I should call the following day, their systems are finally online. The reason my deduction was high is because my Vitality was cancelled. I told them that my Vitality was still active. They told me that I should call Vitality myself. told the lady I would but she must put me through to cancellations. She just hang up. I then called Vitality (more waiting) and they confirmed my membership was still active. Called Virgin Active again to cancel my membership (I followed the voice prompts), choosing options for cancellation. After more than 10 mins of holds, a consultant picks up, I tell her I want to cancel, she says she will put me through to the correct department (why were we given the automated options I think to myself). More waiting, when someone does finally answer she tells me I am in the account department she will put me through to cancellations. After 20mins of waiting, I hung up. I redialed another 10 min waiting, a lady answers the phone, I explain to her that the service received from Virgin Active has been extremely disappointing, she so casually saws, please can I have you ID number, sorry about their service. While giving her my ID number I tell her I will put this service on Hello Peter. She hung up. I had to call a 3rd time before a gentleman picked up. His service was a MILLION times better than his collogues. 1 has to call Virgin Active 4x before they get proper service.