Lack of Communication

<p>I recently signed up with virgin active on an off peak package, only to change the package after a week to a vitality membership. Upon changing I was informed I would receive a refund after 7 working days for the fee that was deducted from my account and the new fee would come into effect the following month. It has been 9 days with no feedback or refund. I then decided to request feedback, only to find out that there is an amount in arrears from 2014 that no one bothered to inform me of in the last 2 and a half years! When trying to enter the gym this evening I was denied access and informed my membership is pending and this after almost 2 weeks access and absolutely no communication regarding this change. This is extremely disappointing for a member who has paid a fortune for a once off fee to join on the vitality membership only to find out it's now pending and I cannot access the gym during normal peak times! I do not understand how members can be penalized for lack of communication on the service providers part. We pay for a specific service and are then denied the service without being informed prior to changes made by head office. This is unacceptable! It would be greatly appreciated if I could receive my refund as promises by the sales consultant and have my membership returned to the correct vitality package for which I have already paid!!</p>