Disgusting service, wanting to double charge

My husband was on KeyCare plus and therefore Keyfit and then moved onto the Coastal Saver and Vitality. Before changing he asked about his gym benefit at Vitality and how it would be impacted. He was informed that he can just transfer it without any extra fees as long as he does this within 30days. We then went to Virgin Active to enquire as to how he need to go about transferring his membership where they tried to get him to pay another sign up fee when he had paid one when he initially joined the gym. He informed them that he has a recording of where he was told that he can just transfer his membership. They have since submitted this but we have still not received feedback. The gentleman at the gym then informed us that he would then have to come there for a 3rd time so they could call Discovery together to try and get this sorted. I don't understand why you would treat your clients this way. Also how do you justify someone having to pay a joining fee AGAIN when all he did was upgrade another plan on Discovery. If he had changed medical aids completely then maybe this could be justified but he is still on Discovery!