unresponsive Virgin Active

After 20 years of being a member at Virgin Active and quite happy about it, I have now to face slow unresponsive feedback cancelling my membership as well as wrong withdrawing of fees of my account. 2 months, impossible to connect over the phone, no email answers, just an SMS saying the money will be refunded ( has not happened yet). I don't get it as I was happy about the service until now. what is going? still waiting for someone to answer.