Fantastically awful call-center experience.

Incorrectly had my account debited this past Saturday, 31 August 2020, for just myself which it should be for 2 people i.e. my wife and I. I've tried numerous times today to get through to the Virgin Active call center to rectify this to which the phone continuously rings.

After I miraculously got through, I spoke to a consultant Thobeka who had an exceptionally difficult time understanding my issue which is technically Virgin Active's because they billed incorrectly and the fact of the matter is my wife is/should still be able to visit the gym.

The consultant advised me that their system is down and that IT is working on it and it should be back in an hour so I should try then. I then was transferred to the Collections department to, again, rectify their incorrect billing issue. Once transferred, I was then greeted, ONCE AGAIN, with that mis-timed holding music and that lady repeating that same message over and over.

I dont find this service surprising from Virgin Active. Quick to throw their insurance people and lawyers at you when they get into a corner but cant provide simple services.