Failing to think out of the box!

I am utterly disappointed with Virgin Active. I requested them to add all my children onto our gym membership so that they can have access to club V while we workout. This I did so that we are better able to manage our time and make the best of our gym membership. 3 of our four kids where successfully added but I was advised that our youngest could not be added because she did not have a normal birth certificate. We explained that we adopted her and provided Virgin Active with the court order and temporary hand written birth certificate issued Department of Home Affairs. Much to my surprise, Virgin Active advised that this would not be sufficient and they needed the normal ID number and not the one reflected on the documents we provided because their system cannot process the number provided! I was shocked because for every general rule there is an exception and surely our instance is the exception. Discovery was provided with the same document and they were able to add our daughter to our medical aid. But getting this done for a mere gym membership proved to be a mission to Mars! I took this up with Virgin Active head office and was advised by the consultant that they had found a way to add my child but sadly all the promises I recieved have come to nothing. I am really disappointed that such a simple request proved to be impossible for the "innovative" Virgin Active. I have requested the to cancel my membership and waive any cancelation penalties because they have failed to assist me. Currently my membership fee is the one gyming at Virgin Active because I am not.