Service sucks

Virgin active's call centre agents are very rude. They are very good at coming back at you when they want you to join. But when you have a query they will never call you back. They made a deduction on my bank acc and credited another member now I want my refund they arr not getting back to me. I'm spending money for airtime and queue on their busy lines. Someone pics up the call and decides to drop off the call. I am so frustrated. Now I have to go to their offices but I joined over the phone. Today I spent R50 airtime and on top of that my query is not resolved.