Really bad service from the call center people

The help line for Virgin Active is absolutely nonsense, I held on the line for 24min, once I got through the agent on the call was super impatient with me. I'm being charged an amount I dont understand, I asked her to explain what the process is and why I'm being charged an amount I dont understand. She hung up on me while I was explaining my issue with the amount. All of this because I dont understand why I was being charged so much for moving memberships.