Bad Service at Virgin Active Wonderboom

Did my fitness assessment with the Biokinetics on 28 September 2024 at Virgin Active Wonderboom and the result did not come out, Since then I called and went to that club and looked for the contact details of that Biokinetics and the receptionist refused to provide his contact details, they told me he is no longer working at their club. On the 5th of October 2025 I went back to that club and the receptionist took my contact details promising to give it to that Biokinetics. The following day I was told that the Biokinetics will call me back on Monday, 7 October 2024 and he never did. I called to ask to talk to the General Manager of that club and i was told he is not available and they took my name and contact details for the CGM to call, to date he hasn't called. My question is that why is so difficult to get the number of the Biokinetics, as this is not the fist time I did the fitness assessment and second question my complaint is not given the attention why?