Passing the buck at the customers expense

Don't you just hate it when you call a company and just to get rid of you they send you to another area for resolution.. and this other area has no idea what they were thinking....well just over a week ago I went to do a vitality health assessment at a virgin active gym..this was done by Discovery staff...after a week and my points allocation was still not updated I phoned vitality....spoke to Zaid. he said I needed to go back to the gym to get a copy of the assessment so a manual claim of points can be done...no checking who the consultant was to maybe follow up with her...I said it was strange that the gym would have a copy as they really had nothing to do with the assessment...I told him to make sure as did not want to waste time and PETROL going there in vain..he insisted they would have a copy..I went to the gym and true enough they advised that they do not get any copies of the assessments..POPI implications..so back to square one and a call to vitality...try calling them and see how hard it is to get through..im dreading it and 2 days later have not found the energy to call....all because Zaid found it easier to pass the buck rather then take ownership and see it to final solution...…. Just glad I don't bank with them....