Curt and Dismissive Client Treatment

As a long-standing Virgin Active member, I am extremely disappointed by the dismissive and unsatisfactory customer service that I am receiving of late. Even after escalating through to the Virgin Active customer care/complaint lines, it seems that the so called " customer support" personnel are merely going through the motions . ( see attached the last feedback I received in respect of my challenge). Why request feedback from clients, if you are not going to support or resolve customer challenges?

I pointed out the inconsistency of branches (specifically the Kyalami Corner Virgin Active) in allowing clients access to the branch to redeem a smoothie (or attend the gym when my resident club Waterfall sends through member notification to use another club). However, I found the feedback from the Club management curt and dismissive (the Assistant Club Manager was the liaison and basically advised me to use a public Kauai/ Nu instead. After highlighting poor communication between Virgin Active clubs and the fact that other Virgin Active branches allow clients to at least claim their smoothie at their branches. Why does Virgin Active clients who hold single club membership (like me) receive an option to choose either a Nu or Kauai smoothie in the first place, if clients are going to be subject to curt and dismissive treatment from certain Virgin Active branches ?

Furthermore, if this is the case, then why isn’t this consistent practise across all clubs ? (I have been allowed to redeem smoothie vouchers from other Clubs without such hassles e.g. Virgin Active Vodaworld, Carlswald etc …