No reverts on self-service queries, no call back

I logged into the Virgin Active Site, and accessed the elf-service portal, where I logged 4 queries on the 11th February, to change gym branches. Nobody has called me back yet, and I called the call centre yesterday, and asked the lady to call me back as my airtime was about to run out. She took my details, and assured me she would call me back, and nobody has responded or called me back. I urgently need to change gym branches.