Terrible customer service

Several consultations have occurred already in pursuit with f clarity in this matter, attempts from my end have proven unrewarding and I feel the gnotrd at best. It seems I just nly matter when the debit order which went from below R 800 to a whopping R1200, which left me wondering how and why this happened, no one has the answer and attempts the communiicate with the so called call mplaints box has yoelded nothing but an automated response, is this how Virgin Active treats it's late yal patrol ns, does Richard Branson know the appalling manner in which customer inquiries are handled....I need answers