VA N1 City - consistent pathetic service

Been asking, since December 2022, that members that have booked via the app be informed that classes are cancelled, or remove it from the app. Nobody else pitches for cancelled classes and when I enquire after, they indicate to me that they were informed. I was also told by Virgin Active, N1 city, that the instructor needs to inform me about cancelled classes - I'm paying money to VA, why must the instructor let me know about a cancelled class at their gym. Manager occasionally responds when I escalate it with a pathetic excuse / reason. Been 'apologising' since last year, surely this issue should've been resolved by now. I was informed about a class cancellation last week - a class I was not even booked for. The manager, Oscar, then wanted to meet with me, informed him when I would next be at the gym (last week), and he responds today, only because I again escalated it. Still trying to get his manager's details, but am being ignored on that front as well.

Does VA not provide training to staff to let them know how to treat paying clients, or are people employed on a buddy-buddy system, not based on their work record, because to fix a mistake - or pretend to fix a mistake, since last year - many of us would've been (rightly) fired, if we were this *********** and getting paid for nothing.