*********** pathetic service

My daughter and I signed up for membership in May 2021, with debit orders to come off my bank account. An active membership was never created for me, but only for my daughter. Yet my account got debited three times and my daughters membership is in arrears. I actually called the call-centre and went to the local branch in a total of 5 times to sort that out and nobody could or was willing to help me. So how do they debit a membership that does not exist and let another go into arrears when the payments were made. It would not have been so bad if at least someone was willing to help, but the call-centre, accounts department and local branch staff could not or would not assist. The call-centre takes your number and says someone will call you back, no call back in 5 months, PATHETIC. Eventually today I found someone in the local branch who was empathetic to my plea and is willing to assist. Hopefully she can make the powers that be see that this is all a mistake on Virgin Active's side and that they can acknowledge, own and fix the problem and not make me bare the brunt for their incompetence's. All I want is for me not to have to pay arrears due to their mistakes and the accounting be sorted going forward with a contract only for my daughter.