Virgin Active does not care about customers queries

My Name is Thobeka Dlamini. I joined virgin active a few years back as a vitality member. Last year August I had some issues with my vitality and it was cancelled. Therefore Virgin Active charged me the standard rates which I could no longer afford. Because I was on maternity leave. I called their call center to cancel the contract. The retention person called me and offered to freeze the membership free of charge . They later charged me. Then asked for this to be cancelled.

I then called them to retract my cancellation and the consultant I spoke to told me that there is no need to call because the retention team will call me, then I would be able to retract my cancellation.

The retention person called me. During our conversation it was established that vitality had sent a letter for my membership to be reinstated because my vitality has been sorted out. The person I spoke to assured me that my membership will be fine when I get back from my maternity leave.

Fast foward to January, I went to the Virgin Active New Market, they told me my membership has been cancelled. I called the call centre querying about this , till today I have not received any feedback! I keep calling to get an update but they tell me a call has been logged and they will get back to me.

I am very disappointed And upset! It has been 3 months with no feedback.