Bad service

A few weeks ago myself and my 2 kids who are currently Virgin Active member decided to inspect the Moses Mabhida gym with intentions of upgrading , we were introduced to Lyle who showed us all the facilities , I then handed him all my details so arrangements could be made for the upgrade, after no response I called the gym a week later and spoke to one of the managers who said he would sort it out , again few weeks later and no reply , I then received an e-mail from Virgin Active to come visit the gym something I had already done. I found it so confusing that a good female friend of mine got her contract upgraded immediately and here I am still waiting. So much for good service , its obvious that they don't need any more business, how shocking , I am now thinking twice of upgrading with all these empty promises I have been receiving.