Bad Service at Virgin Active Lorraine PE

On the 22nd of September 2014 I joined Virgin Active Lorriane Port Elizabeth. I specifically asked to join under Liberty Life Rewards Programme. The salesperson who helped me was Hilton. Two months later I noticed that I was not getting the benefit. I had gone to the gym several times but did no get my refund as per programme. I went back to Hilton who advised me that he wasn't sure whether this partnership between Virgin Active & Liberty still existed. I then went to Liberty life offices & they pointed out that I was never loaded onto the system for this benefit. I've since been going back & forth between these two companies & I called the VA head office who also said the error happened on registration at the branch. I'm now told to pay another joining fee of R695 & I must forget about the one I paid in September. I find this totally unacceptable as this was not my fault. The staff at Virgin Active Lorraine are very unhelpful including the manager. I am very disappointed with this kind of service.