Virgin Active Communication channels suck

My husband has been trying to get hold of virgin active accounts for the past 3 weeks. No one calls back and no one responds to emails. I mean I understand if you take a day or 2 or even 3 to respond to a flood of emails but 3 weeks?!?!?

Communication is so bad with Virgin Active, but they are quick to tell you at the door that your account is in Arrears when actually its not, its paid by debit order that did not once bounce for the 6 years I am active with them.

I'm considering switching Gyms at this point because every month its just a new problem, while their monthly fees are just increasing.