Terrible Customer Service from Virgin Active South Africa

I asked at my local gym if I could change my package and they said because their system had been hacked I had to deal with their call centre. After a lifetime on hold, the lady who answered referred me back to the branch, or told me to email my query through. That was on the 17th June 2021 with a promise of a response in 48 hours. No response. I followed up on the 23 June 2021. No response. I followed up on the 5 July 2021. No response. It is now the 29 July 2021 and still no response. This is terrible customer service and best of all they have me on debit order, so there is no rush from their side to attend to my query.