Terrible customer service

<p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;">5 months ago in the start of April 2016 I whent to check out Virgin Active Lonehill as I was looking for a gym to join. I was greated nicely by the staff and taken to sign up all happilly by 1 of the sales reps.</p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;">He sat me down and told me about all the great things about joining them and asked me if I had Discovery insurance, I said I do but only Car insurance. So he went on to tell me about the benefits of linking Discovery with VIrgin and all the discounts and benefits, painting a very nice picture and I said I will try get that sorted and see if I can have all that or if I need other insurance like medical Aid ect. He said no problem I can go and do all that I have until the end of the month. So in light of all this that was discussed and said I went to find out more about it from Discovery when I had the time and closer to the end of the month I foun out all I needed to and it was not going to work for me as it would be more costly to get everything that way. So I sent in my cancellation request before the end of the month only to then find out that there is a 5 day window in which I had to cancel, but I was never informed about this nor was I given my contrat to read and see this. Only after I complained about the lack of information from the sales rep when he signed me up only then did he send me my contract. I stated I will not be held responsible for his error and lack of communicating the full Terms and COnditions in all areas of the contract to me, because had I been properly informed and told that I have a 5 day window then I would have done everything within those 5 days and cancelled. I then received a phone call from the Rep and he confirmed that he did not talk about the cancellation processes with me because in his own words "I did not mention anything about cancellation to you because you did not seem like you would want to cancel". I got emails from the club manager saying they will get back to me regarding the cancellation and whether or not they can waiver the cancellation fee. A week went by and I mailed them again & got this response </p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;">"Hi,</p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;"> </p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;">Still awaiting feedback will revert back to you. </p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;"> </p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;">Regards, "</p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;"> </p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;">Then a month went by after this and I mailed again askin for an update and I got this</p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;">"</p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;">Wellington, Nelly</p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;"> </p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;">have you guys not made contact with Ryan ? "</p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;"> </p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;">It is now 5 months later and I had no response nor any update from that last email. Now I receive an sms stating that my acount has been handed over to attorneys as it is in arrears. I have contacted head office twice in these 5 months and had no joy from them or the Lonehill Club. Today I contacted head office again to escalate this matter and they contacted the Club and all I get is a phone call from the rep again and now 5 months later he wants to discuss this matter and the problem and on top of evrything he is changing what he said back then, because in his notes on their system when I spoike to a lady at head office she read that he stated that he did inform me about the 5 day window, but when he phoned me he appologised and admitted that he should have told me about it but he did not because he did not think that I would cancel because I did seem like i wanted that.</p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;"> </p> <p style="font-variant-ligatures: normal; orphans: 2; widows: 2; color: #555555; font-family: lato;">Virgin Active and their services are terrible, only when signing you up are they magnificent but dare you want to cancel...</p>