Virgin Active Customer Service non-existent

Virgin Active as a Gym - great. Virgin Active customer service - when needing to pay or sign up - super fast - when responding to queries - super slow - no wait let's correct that NON RESPONSIVE!!!! I phoned about an issue with their reward programme in August - a month later na response. I then emailed them 19 September 2023, 7 days later got a response that completely does not answer my question - I respond about the stupid response and then on the 28th of September gets a response that says "Apologies ... I have escalated ... will revert soonest ..." Suffice it to say today is the 19th of October and after querying for a response multiple times have not yet had feedback from Virgin Active SA - Pathetic