Profile updated

Virgin Active has been moving me from Pillar to post about my query. My January debit order did not go off because one of their consultants updated my profile without my consent. In January i update my banking details and they claim someone with the same name as me sent an email minutes later. The consultant assumed that it was me. One of the team leaders (Shirley) claimed that the system got confused and i do not buy that. How does a system get confused or update itself? They have been investigating this matter since 17 February 2016. No one bothers to update on the matter until i follow up msyelf, when i do i then need to explain my situation. I also complained at Virgin Active Steenberg about how I am constantly reminded that i am in areas, even after explaining my situation. Ian (manager) promised to chat to his staff and to also get someone from head office in Claremont to contact me, up to this date no has contacted me. I need to understand how the system would update itself and also how did their consultant assume that the person who sent an e-mail is me because we share a name. I have been with Virgin Active for 6 years clearly my membership is not valaued