Poor Cancelation Procedure

Absolutely terrible procedure followed by Virgin Active throughout my cancelation process.

I phoned in to cancel my membership on 08-09-2021. I spoke to a consultant who confirmed my membership was canceled and I would not be billed again.

I was billed in October for a membership I had thought to be canceled. I tried numerous times to contact customer service, however, I never get through or the call cuts once I start speaking to a consultant.

To my surprise I receive a call from my father stating his membership had been canceled. They incorrectly terminated my father's membership instead of mine without his authorization to do so.

I'm in disbelief at how an error like this can occur even after verifying a customer.