Poor Service - Virgin Active

After calling Virgin Active and ensuring my family's memberships are in order and unfrozen so that we can continue our training we good to go so myself and my daughter go to the gym on the 31/10/2020 for the first time since the lockdown what a waste of time I was told at the gym my daughters memberships has been cancelled only my wife and I still have membership to Virgin Active. This is not the first time I have had issues with Virgin Active they are quick to debit my account but their customer service is still very poor and their staff are not trained on how to deal with clients I was told at the club to contact their head office as they cannot assist me how many times must the same information be given I am very disappointed and frustrated that the first time going back was such an unpleasant visit their staff are very nice but illiterate on how to resolve problems or complaints.