Virgin Active and bad customer service!

The customer service I have received has been substandard. I have called numerous times since October 2020 and have gotten nowhere. I was told my account would be frozen but it was never actually updated on the system. I have called twice in the last month and was told I would get a call back "in 5 minutes". Needless to say, they did not call back. I sent an email regarding the issue I was experiencing and had no reply. Thank you Virgin, for such pathetic customer service.