Terrible Service, No Line to Senior Management & Insisting on Cancellation Fees by Elderly People in a State of Disaster!

Shortly after the lockdown, my 70 year old boss gave me his "Power of Attorney" & instructed me to cancel his membership. No matter what I did, I couldn't find a telephone number that worked so I did the email as requested by the Virgin answering service. I followed up several times from March until July & received delayed responses weeks after each follow up saying they were working on the query but nothing ever transpired. Eventually I managed to get hold of a Team Leader, Tasrique Bowers to arrange the cancelation in between other staff calling me and refusing to acknowledge my authority to act on my Boss'es behalf. It took from 22 Sep 2020 to 13 Oct 2020 to effect the cancellation as Tasrique was also slow with his responses. Tasrique confirmed by on 13 Oct 2020 by email to me that the account was settled in full and the debit order cancelled. Then on 23 Nov 2020, my Boss told me that a woman called him to say he owed R2.500-00 cancellation fee as he didn't give 2 months' notice despite the above confirmation and that notice was given way back in March 2020 and the account was not in arrears and the quoted cancellation of R3,778-77 was paid in part by the debit order and the balance by EFT. Since 23 Nov 2020, I have called ***& ***and left 2 messages, one with a lady by the name of Shanice, for Tasrique to call me but as of now, 26 Nov 2020 at 10H18, I have had no response! The above is really unacceptable but my biggest complaint and the thing that really leaves a very sour taste, is that my Boss is 70 years old and we are in a "State of Disaster", which I interpret as an Act of God, and the Medical fraternity including the Department of Health" has advised people over 50 years of age to stay away from any type of concentration of people or where there are numerous people that have used or are using a facility and Virgin Active still INSIST that these older people still pay their CANCELLATION FEE!