Virgin Active holding my future hostage!

A while ago, I had to go under debt review and sort out my finances to ensure I would have a secure future, or so I thought...enter Virgin Active.

After entering into debt review, I made a committed effort to ensure all my payments were made upfront each month. So much so, that I was able to settle all of the outstanding balances on all of my accounts 6 months earlier than planned (July 2021). Paid up letters were quickly received from all the company's except for Virgin Active.

We knew this could take some time but decided to follow up after having heard nothing from Virgin Active for 2 months. First follow up from both myself and my debt councilor's, resulted in a promise that admin would contact us. They never did. Followed up a month later, reached an actual human (N.P) who told us there was a cyber attack so they couldn't help right now but are working on it. Fine, who knows how badly their data was affected, not that they told the public. Next follow up was not answered until 2 weeks later, stating the employee was on leave. Followed up a month later to be told their was a problem with accounting and they couldn't accept payments. The payment was made 3,5 months ago at this point so this made no sense as a response. Next contact a week later, guess what? The person was on leave again!

So it has gone on for the past 6 months. we have sent proof of payment with all the necessary information multiple times. Each time we ask for a follow up, that person is on leave (must be nice to have so much leave), or they will follow up again for us (they never do). This went as high as the manager (A.F), who was absolutely no help and showed no indication of caring. Great customer service sir. As a result, I have been paid up on all of my debt for over 6 months but cannot move forward with my life and get my clearance certificate all with thanks to Virgin Active, their myriad of excuses and pathetic work ethic/customer service. Not to mention I cannot renew my lease or find new accommodation while this is ongoing. Virgin Active, you are holding my life and future hostage!!!! All of this could have been resolved through a single letter from your side months ago. I want my life back now!!!