NO Gym access for last 10 months since joining

I am a Momentum Multiply member and has been a member of Roodepoort Planet fitness for the last 10 plus years. In may 2014 I added my daughter, then aged 15 to my membership. Since then we have had two tags for her, taken her Birth Cert Copy in four times, sat with consultants on 6 separate occasions, and to this day she still does not have an \active"membership. Her tag reads \""contract cancelled\"" and we have to explain the whole story every day to every new person at the reception desk. I am STILL an active member"