How can I complain about service if there is no service

5 August 2021, I Contacted virgin active or tried I was kept on the line for more than 30 min where it was dropped so I sent an email to organize a payment of R400 because we can't pay at the gym due to the fact that virgin was hacked and they there problem the customers problem. I was contacted by virgin active and whereby agreement was made that the normal payment would go through and another payment of R400 would be added to the debit order on the same and I expressed from my side this had to be done no later . Normal payment went through but the the other payment didn't. So I made contact again where by I expressed my unhappy feelings because virgin active couldn't adhere to the agreement that was made. After I sent emails again I got a call saying if I make payment of half the amount everything will be squared away so as courtesy to the customer I asked the consultant to give me a call back so that I can talk to my wife to plan the budget whereby I was told no the offer was for now only. She needs the answer now. So then sent another email and received on whereby I rep****. To get a call from another consultant to say to me that I need to pay. So my question to virgin active is if you got the service I did would you be happy ?Would you pay for this service that was provided to me. Promises made but never kept. I can't complain about customer service because there is no service just empty promises.