Appalling Customer Service

<p>On the 1st April 2016, I converted my gym membership from Vitality to Multiply. From that day on I have been unable to access the gym with my daughter because they cancelled her v-club membership. I did everything I was supposed to do i.e. submit the required documents and make a payment in order to resolve the matter, which I believe I wasn't supposed to pay since I didn't cancel her membership. Every time I am promised that it will be resolved before my next visit but nothing happens. From all my interaction with the consultant, Luthando Phopho, he only tries resolving the issue only when I am standing in front of him and none of his attempts have transpired to something valid. He then called me on Monday 16th May to come sign a new contract so he could resubmit the contract as a new entry. When I get to the gym he starts engaging the admin staff, Sharon, about my issue and once again nothing transpires. During the interaction Sharon stated that it is the first time she heard about my matter which upset me because Luthando indicated he referred the matter to admin. Whenever I get to the gym I waste time sitting at reception with my daughter trying to solve the matter. On average I spend 20 to 30 minutes at reception and nothing transpires. This is the worst service I have ever experienced. We are heading for the third month but this is still not resolved. The matter was then referred to the Sales Manager, Mduduzi, on Tuesday, 24th May. He promised to assist and give me feedback the next day - I am still waiting. This has also affected my club visit count - I tried to resolve this but the reception staff couldn't assist because they claim it's not their fault. This is appalling. I don't think the staff at this gym understand the concept of client centricity. I have paid to have access to the gym but I can't access it - this is ridiculous.</p>