Bad service - missing profile and missing details on my profile

Virgin Active N1 city Mall, service ambassador , Sachen Abrahams not able to help tells me to contact the person who signed me up in 2019 whom is no longer woking there. My profile has my ID and cell number missing details as a result my app would not work and I couldn't book my classes online, and my sons profile just missing despite my emails received confirming his contract and membership in 2019. I have x2 cards, one was my sons, he used to have the blue V Club card and two years ago they gave him a red card when ti app**** fir vitality he is now 12 and his card when scanned, is a duplicate of my card and his profiled just wiped off completely as if he was never a member. He used it in June 2025 still so surely someone tampered with my records since my details were missing my ID and cell number and they couldn't find me either, and his entire profile was deleted. Sent these emails to Sachen and her reply was I must contact the person that signed me up knowing he is no longer at the n1 city branch. Shocking! What's the use you a loyal member but your profile details is poorly administered. She even asked me for my Bank statements to see if I'm paying installments surely they can see on their own platforms whether I'm paying or not. She says I'm not paying for him. This is not good enough, as someone has changed it as he is supposed to be linked to me and I agreed to pay the additional amount to include him. Why must a person first have to complain in order to get assistance. I Need help to sort this out.