Lack of basic customer service

After registering for own your life reqards on the 21st of the december (more or less) and selecting a debit order date of the 15th as that is when my salary comes in, up until today my fitness benefit is still not active and it is the only reason i joined the rewards programme to register with virgin active. I was told by my financial advisor that i can now go to gym and register, but it was not active yet. I told her and she said she would raise it, but still nothing. Then she told me because my debit will only go off on the 15th of jan 2016, its a payment issue. I then asked if my account can be debited immediately so i can go to gym or be given banking details where i can pay into but no one has been able to help and i have been sent from pillar to post with my financial advisor not even being able to resolve this. Whos job is it? Mine??? I even called the call center for own your rewards, spoke to a lady named Rachel, phone call was on monday 11th, she told me her team leader would call me, i then called back, asked to speak to Rachel to say no one has called me, she said her team leader is literally calling me at that moment. I got off the phone with her still nothing!!!