Terrible lack of service from Virgin Active

I have not been able to get hold of a single person at Virgin Active for over three months. I have physically gone into my local club, where I was told they cannot help and that I should phone or email. I have since phoned and emailed numerous time, almost daily but received no response and no return call. Telephone lines are never successful as you are simply kept on hold for hours. I simply want to change my membership from a national elite membership to a local, single club membership. Absolutely terrible service!!!!