Unprofessional Service

I contacted Virgin Active on 18 March 2020 via email regarding a query. I immediately received an automatic response stating that they will contact me within the next 24 hours. On 19 March 2020, 24 hours went by an I still have not received any feedback regarding my email. I sent another email, stating that 24 hours passed and my query still was not resolved. I then received an email stating that they apologize and will contact me ASAP. It has been more then 72 hours since my query has been lodged and STILL NO FEEDBACK, although multiple emails has been sent from my side to follow-up regarding feedback. This is terrible, considering the fact that every time I attempt to resolve a query with Virgin Active, I received very unprofessional service.