Unprofessional Customer Services and Processes

So here's my experience with Virgin Active (putting it in point form so my head doesn't explode): - I took out a contract in October last year and wanted to utilize the vitality discount - was advised by the consultant at Kyalami corner to come back at a later date to "activate" the vitality benefit - went back twice and was told to come back in January as Nov and Dec were free months - by the time Jan came around my daughter was in and out of hospital and by March her dad passed away which means that I only had the chance to go and activate the vitality benefit in April which means I paid full Virgin membership fees of R800+ up to that point. - the sales consultant then took it upon themselves to change it to a completely new contract - when I asked if I qualified for the promotional items on a new contract I was told that it was not a new contract it was a "conversion" - today I called to cancel the membership and was told that I had to give 20 working days notice as well as pay 2 months cancellation penalties - my understanding is that the cancellation is effective immediately but you cannot use the gym in the "notice period" - they then proceeded to load a debit order for same day (today) without making it clear to me In summary: Virgin Active has the worst customer service that I've ever had the misfortune to experience particularly during this most challenging time in our lives. Virgin Active, for your existing customers, try to behave in a transparent and professional manner.