Blame it on systems and ignore complaints

I have shown my dissatisfaction telephonically with the sales person since Monday 5th August. I physically went into the gym on 8th August to lodge my complaint about being charged the full subscription fee of R800 - when I made it clear that I was on Vitality way before joining Virgin gym. I should have only been charged the R200 subscription fee. After escalating this issue to the sales manager Busi - I lodged a complaint on the Virgin active website around 28th Aug. We are now on the 25th September. Are we blaming this on systems...? Clearly there is some human accountability here. Why do I have to call to find out why this hasnt happened yet, where is the service.