Client/Member Retention : Lack Of Effort, Recognition & Rewards

I have communicated my complaint with Virgin Active several times during the last few years. I get upset when I see Virgin Active staff sitting at Shopping Malls, offering NEW members rewards such as gym bags, lanyards, water bottles, etc. (none of which a current member can actually buy as these items are exclusively for NEW members only). Virgin have stated that they are investigating member loyalty programes. How many years does this take? My most recent e-mail correspondence was from Yusrah and Lauren on the 19th & 20th December 2017 respectively.