From bad to worse

So today I contacted Virgin active regarding my cash back bonus from this promotion they had going. Not only do they tell me that I didn't qualify because (due to their error) when they made a deduction, it was unsuccessful, but nevertheless informed them to make a new deduction. The call center rep was extremely sarcastic and made me feel belittled. Firstly the person who signed me up with the contract gave me incorrect information about my membership, yet I still remained a member. Secondly the sarcastic staff. And thirdly telling me that I don't qualify although I successfully made a payment. This is honestly disgusting! Is this the same trick played on everyone?? I'm really disappointed in the level of service from Virgin Active.