Virgin active Westville terrible service

The process of signing up was perfect but that's about it. To sign you up and get you going is good but that's where it ends. Keeping to promises made when signing up and communication when a query is raised is absolutely appalling from management right down to staff. I was promised not to get debited and I got debited. 12 days later and I'm still chasing them for that reversal. To get information I now need to contact them for the progress rather them contact me to inform me.