Promised tog bag not recieved

The staff have no way of speaking to a person they are disrespectful and rude! I joined last year during the black friday special and I was told that I will need to restart and use vitality once I come off the 6 months for black friday I paid for tags buddy tags and everything and in that time didnt recieve a tog bag as it was part of the black friday special. Once I had to restart everything pay the R699 upfront for the vitality I recieved an welcome email which clearly states that I will recieve a tog bag from the manager at the gym last night I asked for it and was told I dont qualify, this morning I email the manager and she says I also dont because I didnt visit 16 times in the first 2 months but nowhere on the email does it state that or does it state that I need to visit 16 times to qualify.. I find it pathetic they are refusing to give me a tog bag and would rather get out my contract and join Virgin active