Poor customer service

I just want to share my horrible experience with Virgin Active for the past day and a half. On 05/09/23 I received a call from Virgin Active to take up membership, after I called out my ID number the agent asked which Medical Aid I'm on and I told her that I'm on Bankmed where she then advised that I qualify for a discount on my subscription. I agreed to that amount and took up the membership. However on 01/11/2023 an amount I never agreed on was debited from my account when I called to fin out why was an incorrect amount debited from my account (after holding on the phone for close to an hour) I was told by the agent that they didn't know what I was talking about. 1 even went on to Twitter and was told to send a direct message which no one has given a response to til today. This is totally unacceptable as I need to know what's going on so I can decide if I want to continue with this membership or just cancel it as I am unhappy with the service.