Terrible Communication and Service

I have really been experiencing the worse client service from Virgin Active the last 3 weeks.

I have been a vitality member and had a gym membership through my vitality benefit, however, I am no longer a vitality member and canceled my gym membership as I am not able to afford the full membership fee.

I was then contacted in Jan 2023 by a representative from your head office who offered me a deal at the Sunningdale club, which I accepted. She explained that the IT dept needs to open my membership as it currently has a cancelled status but that she has made a note that the club should allow me smooth access.

It's now 9th of Feb and my membership status has still not been sorted and they won’t allow me in the gym either. I have been calling your head office for over 2 weeks upon which 2x the system was down and no one could assist but promised to call me back after the system is back on - no call back received. 3x I pressed the option for a call back but, to date, none has been received.

I did get to through to someone last week Thursday who said she is able to see all the notes on the system but that they are still waiting for the IT dept to correct the status, and it should be sorted by Friday (3 Feb). So now it’s the 9th and its still not sorted and can still not access the gym. I once again called your head office twice on Monday (7 Feb), had to hold on until I was 1st in the que and BOTH times, the call was put down in my ear!

I also sent and email explaining the whole story and received an automated email to say that they aim to respond within 24 hours and it's 48 hours later and still no communication has been received.

Can ANYONE please contact me so we can sort this out!!!

Regards Davida Clack