Delayed response

I have mixed feelings about Virgin Active at this moment. I prefer doing my business via email for a couple of reasons: First, I have proof of what was said. Second, it's cheaper than holding the line waiting for someone to answer your call. And third, I hate phonecalls. I contacted Virgin Active Customer Care on Tuesday with a enquiry about upgrading my membership. After receiving no reply by Wednesday afternoon, I contacted my home club, Groenkloof, who rep**** to my mail almost immediately. Unfortunately they informed me that they cannot process the upgrade and that I am once again at the mercy of the call centre. I was contacted this morning, and the agent graciously offerd to waive the pro rata fee for the remainder of August if I choose to upgrade, which eased my frustration. I immediately rep**** requesting her to process the upgrade. And now I'm waiting again. Instead of complaining, Can I rather ask why my home club cannot assist me with this matter? They have always helped me friendily and timeously. This could really speed up your service.