Shockingly bad service

We signed up with Virgin Active at the beginning of December. The contract for my Fiancé has not been activated, however the debit order for her contract was deducted from my bank account already. I spent an hour and a half on hold last week with Goldie committing to give me feedback in maximum 48 hours. I did not receive any feedback. I phoned two days later holding for half an hour and I was told they were still waiting for feedback and they would come back to me. This morning I held for another half an hour. I spoke to Yamkela. What an extremely rude individual. I then asked to speak to a manager, I was told they were busy dealing with another complaint and they would call me back. I told her I didn’t trust that the manager would call me. She promised they would. I still have not had a call from the manager. The debit order has been deducted, but my fiancé cannot access the club, and not one of the call centre agents are interested in resolving this for me. It’s disgraceful. Do I need to cancel everything and sign up with Planet Fitness?