Virgin Active not adhering to commitments

I started a membership for my son with the explicit request to have it cancelled after at least two months when he flew out of SA again. The Claremont Virgin Active consultant assured me this was possible with me only having to come in and cancel the membership at any time, with NO penalties.

I followed this advice in January and to my surprise was informed this would not be possible. Ashley (front desk manager) chose to not listen to my concern around being misled and directed me to completing forms or calling the contact centre AND pay a cancellation fee? Upon my insistence, I spoke to Matthew who listened to my query and seemed to understand my frustration. He requested I send an email to support the cancellation (which I did) but no feedback was forthcoming, nor was the membership cancelled.

I then went into the gym again in February and spoke to Noorine. Following our conversation, I sent her an email too as she requested and still no feedback nor cancellation.

Now today, I dealt with Ashley again who wants me to understand and accept that they will call me when they can. She was dismissive, ill-equipped to handle a complaint and walked away from me whilst I was still talking to her.

I hope someone with reasonable sense at Virgin Active reads this and calls me to address this exceptionally poor experience.