Vitality informs Virgin to cancel benefits

Me and my spouse moved to a new scheme within Discovery Medical Aid on 1 January. Our Vitality membership numbers changed. We had been Vitality and Virgin Active members for four years. We never cancelled our Vitality membership. The call centre told me all benefits would be carried over automatically to the new membership numbers. This did not happen. In fact, bizarrely, Vitality informed Virgin to cancel my spouse's gym benefits, DESPITE us both having valid and fully paid up current Vitality memberships. They DID inform Virgin to carry over my benefits though. I have called them four times, three times I have been told this would be resolved in the 'next five to seven working days'. It has been a month. Not resolved. We are paying Vitality a membership fee. This fee entitles us to discounted Virgin Active fees. For me it works, for my spouse they tell Virgin to cancel the benefit! How absurd. I spoke to a manage at call centre, Joe Maharaj, who said it was a 'system error'. Only when the 'system error' has been fixed will this issue be resolved. It has not been fixed for a month. In the meantime we are being charged double, Vitality fees for NO benefit and FULL gym fees!