Planet Fitness & Vitality taking us for granted

Hi, planet fitness is taking us for granted. My son paid his membership around 5 July 2024, till today almost 2 months his tag is still not working at Just Gym Springs Mall. We are always it’s being told it’s with Admin people. This is unacceptable. The missed gym visits are not counting towards Vitality visits & it’s a big problem. This must be resolved asap.