Virgin Active bad customer service

I sent a message online on 28 June 2023 to virgin active for someone to please get back to me regarding my 18year old daughter's contract that they have now cancelled (even though she is a student and does not earn a salary to be able to afford a contract now). Got a message that they would get back to me within 48hours?? It's been 2 weeks!? Still no response. When I called in, I got placed on hold as they "have a high number of calls" to attend to. This is very bad service to say the least!