Lack of Customer service or interest

I have been a member of the then Health and Racquet and now Virgin active for 26 years. For the last 2 months I experienced issues entering the gym at Byls Bridge Prominade, Centurion. They constantly say I am not a member of that club. After a lot of explaining they say they will investigate. They are now investigating for 2 months, but continue to religiously debit my account. When i ask to get a managers number, I am told they cannot share, but my details are taken and I sure I will not get a call back. I tried the call center and that is a disaster. Caller number 25 to resolve a query, however answered after first ring when I chose the option to join. When I finally got through and started explaining my issue, the call cuts, I almost feel deliberately. I am now at my wits ends as I cannot get a resolution from the club at which I train not from the help line. Virgin Active, is this the way you treat a customer of 26 years patronage????