Pathetic service& billing - Incompetence

My husband and I went to the Sunningdale Virgin active to sign me and my son up. We completed forms and he gave his bank details as he was to be the premium payer for both accounts. He is already a member as well. We went in the saterday, were asked to come in the following day as well, we did. When I went to get the membership cards, I was told about a number of things they still needed done, though we were told the process was done. We had paid on day one amounts that were said to have been owed back when my account and sons account were active years back. It was a struggle to get membership cards. After we got them, we had issues everytime we went to the gym, either the carfs would be said to be invalid other times blocked, Roxane explained to the entrance lady its a virgin active issue but we had to endure this embarassing issue everytime we need to go in. Turns out Virgin active is not billing the account we gave them, and their call centre staff is sooo rude that she dropped the line when I explaimed this is a virgin active issue. I am beyond frastrated. Everytime my son goes for his swimming sessions, we must be embarrasef amd explain the same story and Roxane has gone silent on resolution. Absolutely pathetic and frastrating service dealing with imcompetent consultants who messed things up with sign up forms and horrible billing services as well. The sad thing is I cant even walk away because I am bound by a contract and yet Virgin has made my experience extremely frustrating. They bombared me with collection calls when the error is on their side.