Extremely Poor Customer Service & No Response to Formal Complaint Virgin Active Athlone

I am extremely disappointed with the level of customer service I have received from Virgin Active, specifically following an interaction with a staff member named Tamia from Virgin Active Athlone, and the complete lack of response thereafter. I contacted Virgin Active Athlone to discuss my membership and explain a matter relating to physical pain I was experiencing. During this interaction, I was placed on hold five separate times, asked to provide my ID number twice, and had to pronounce my name seven times before it was captured correctly. This demonstrated a concerning lack of attention, efficiency, and professionalism. To make matters worse, I was incorrectly advised that I would not be required to pay a migration fee when moving from a lower instalment plan to a higher instalment plan. This misinformation added unnecessary frustration and inconvenience. Following this experience, I submitted a formal written complaint to Virgin Active Customer Relations. To date, I have received no acknowledgment or response whatsoever, which is unacceptable for a company of this size and reputation. This experience is completely inconsistent with the otherwise excellent service I have received at the Mitchells Plain branch, which makes this situation even more disappointing. At this point, I am seriously considering cancelling my membership, not due to the facilities, but due to the poor handling of customer concerns at a customer service level. I am requesting: A formal acknowledgment of my complaint An explanation for the poor service received Clarity regarding the migration fee misinformation Written confirmation of my membership status and cancellation process, should I proceed I trust Virgin Active will treat this matter with the urgency and professionalism it deserves.