Virgin Active SA Frustration

On 03 July 2023, I called Virgin Active, and I spoke to Kyle Wildschut, my request was to make use of the club in Klerksdorp, just for 3 days. He advised me that ordinarily there would be a charge but what I should do is to inform him when I am back to my normal club, so that he can then change it back, without any charges. He indicated that he will send me an email which I should confirm receipt, and indeed he sent the mail and I confirmed. On the 06 July 2023, I sent the email to him requesting to change my membership as per the agreement. He never responded to me. I kept on going to my club as usual, but there access system was offline for quite some time, and one had to sign on the access manually. I never knew that the change was not effected. On 29 July, I went to the club and the system was back online, and I was told I am blocked because I am a member in Klerksdorp. I sent him an email telling him this issue, no response once again. The lady who was assisting me advised that the only way I could gain access was to fill in a manual form to state that I want to go back to Wonderpark , while awaiting Kyle’s response. I did that. From that time, I have been receiving countless emails and calls from Collections department about the arrears caused by the multiple changes I have made. On two occasions I have called the Virgin Active call centre to clarify this matter, and I was told the arrears have been written off. To my surprise, when I access the club I am told I am blocked. I have requested the call centre to listen to the recording of my call with Kyle to sort this thing out. Each time I call I am told they have sent him an email to contact me, but not even a single day did I receive neither a call nor email from him. As I am writing this, my membership is blocked, as much as the monthly debit order does go through. Fortunately they do authorise for me to gain access currently, but these constant collections reminders are annoying. The last straw was when a lady that I spoke to said she has made a note to the club, and I must just tell them to check the note , because the system was not working and she couldn’t write off the arrears, but the club will. When I went to the club, Boitumelo told me that the note is just saying “Customer is refusing to pay arrears, and wants a write off”, and she informed me that they can not do that as the changes were not done by the club. This pillar to post that I am experiencing is really frustrating me, and I am seeking for intervention.