Unfairness and Rude Customer Service Experienced when trying to cancel my contract

My husband and I signed up with Club Leisure whilst holidaying at Club Mykonos in 2015, by a rep named Leslie, who at the time, ensured us that we could use our points to book a trip on the MSC cruise when we had enough points and just needed to pay for the admin cost of R2500.00 for all 4 of us to go on a cruise. We then signed up.

When we visited Club Mykonos the following year and had a face-to-face chat with the same rep and told her that when we called to book the cruise we were told that we could use the points for land bookings only. She said that was ******* and that we can book the cruise, even pointing out that they have a separate brochure, and why would they if we couldn't book it.

Long story short, I was retrenched last year and queried cancelling our membership based on that. I was told that my husband and I signed together so he would still be liable for the payment. I was also told that I could write a motivation letter and pay a fee of almost R3000.00 for the board to consider a cancellation. What ******* is this.

We continued our membership and after trying to book a cruise again this year, we were again told this is only for land bookings, after Leslie assured us once again that we could book the cruise with our points.

We then visited the branch in Cape Town at the Riviera suites where a very pleasant lady named Nicole helped me to write a cancellation letter and said that my membership would be cancelled immediately and moved me over to a platinum membership instead. For the past 3 months, they have been deducting money for both the flexi access and platinum membership. I have called in countless times, and have even been told "off the record" (on a recorded call I might add) by a call centre staff member that I have been misinformed from the Cape Town office that signing up for one membership won't cancel the other out and that I still needed to pay the cancellation fee.

After contacting Nicole for 3 months, my query was escalated to the Regional Manager as she would not deal with it any longer. I finally received a call back on Friday last week informing me that my membership has been cancelled and that no funds will be refunded to me. I then asked about my points and accommodation voucher that I have still not utilised (over 6000 points) - I was informed today by the regional manager that I have lost all of my points as well as my voucher. So now I have paid approximately R15 000.00 with NOTHING but ******* and ****ty attitudes from your company.

Besides never having availability, this is a **** with the worst customer service ever. The staff at Club Mykonos have excellent customer service, but Club Leisure and Vacation Zone - absolutely squat. I cannot believe that I have lost what I have paid for due to your misinformation between your call centre and sales reps not knowing what you actually offer and how you are supposed to function as a company.