Another way to cheat members out of points

So, according to vitality, my kids ( 11 and 15 ) virgin active membership was cancelled by virgin active. So they do not receive vitality points any longer. They are on my gym membership but was cancelled on 30th September without my knowledge. They have been attending gym with no issues - called Virgin, and they could rattle off the last visit ( being yesterday) without any issues. Why has Virgin active sent a cancellation request to Vitality? Is Vitality in shambles? Who will take responsibility?