Don't change your debit dates, you will pay twice and virgin active managers will never take your call

Worst experience of my life. Last month I phoned virgin active and requested to change debit dates well in advance as from the 1st to anyday after the 20th. The lady I spoke with confirmed to have changed my dates as requested and I asked if I would need to pay pro-rata for the days in between and she confirmed I do not have to pay and I will.still.have full access to the gym. Come the 1st they did not debit as promised then after a few days, I went to the gym only to be denied access. As embarrassing as that was, the lady allowed me access as I was blocking the queue. She then told me it could be 2 reasons, account blocked due to non payment or I do not have data on my phone. I told.her of the change in dates and she said it might be updated the following day.

After the 15th, i went to a different virgin active only to be denied access again, this time I was told my account is over due and I need to pay. I phoned their customer care to be told about this account that I am not paying hence access can not be granted to me or I have to explain every time I go while we wait for the 20th so I never went again

On the 20th I was debited twice meaning I paid twing in 1 month so I phoned in again and the lady I found said I actually did a payment arrangement now my account is up to date. I requested to speak to the manager but I waited almost 30minutes on the line, eventually she returned and said the manager is saying he/she can not change the situation as my account was behind. I just needed to speak to a supervisor but that was not possible so I demanded to speak to him.

I waited on the call for almost 40 minutes listening to their music ended up disconnecting with out speaking to anyone for assistance. My friends wanted to join me in December but I told both of them to check the alternative gyms around and I will join them as soon as my contract ends

I have been a member before but I terminated previously due to bad service and I recently joined only to receive the same experience.

I think virgin active has a lot of customer to worry about individuals. Their supervisors are too busy to take a call from customers. If you have an alternative around your area, please think twice, you are just a number shame....