Pathetic treatment by Virgin Active Pavilion staff

I have been a member of Virgin Active since Dec 2020,on an off peak plan at a club in Durban and was looking at changing my plan and club altogether. I requested to be contacted by consultants 3 times before making contact myself via Facebook because no one bothered to call me. Eventually, their social media consultant made contact via FB chat and gave me information on pricing and different club options. Before making a decision, I decided to visit the Pavilion club in Durban to assess the facility during the peak hours. I clocked in at 16h06 and was denied access, which I fully understand as it was out of my current plan times. At this point the staff member standing behind the counter became rude and arrogant, telling me "You know that you are an off peak member". She continued this while other members were lining up behind me. I was in my complete Nurse uniform, without any gym gear in my possession but here I was being reprimanded publicly by a VA staff member. I tried to explain to her that all I wanted to do was view the facility, to which she continued being rude, telling my that I know I am an off peak member. To add to my frustration, I was contacted by their equally unprofessional and unqualified social media team via FB. This person obviously lacked the skills to be able to retain a customer whilst dealing with complaints. This conversation was the breaking point for me, as it became evidently clear that Virgin Active DOES NOT AT ALL CARE ABOUT THEIR CLIENTS. since this incident yesterday, they have lost 3 clients. I have yet to receive a call from their senior management team as requested.