Gym card not working after 5 month!

My fiancé and I signed up with Virgin Active K90 Boksburg in June of 2021. We have experienced nothing but problems since we joined.

In the first month I was billed the wrong amount but after calling the accounts department this problem was rectified.

We were also promised a 1 month free induction with a personal trainer that never happened. We enquired at reception multiples times and gave out details, but no one ever contacted us.

The main problem that we are still experiencing now is that my fiancé's gym card is still not active and working after 5 months of joining! We initially thought this was due to Virgin's systems being down but my card is working now, but her's still isn't.

She enquired about this at reception and was made to call the head office. She was then informed that she had an old membership eight years ago, and that she was the primary member, and owes the club money. She was never the primary member and asked to see the contract. Since then no one has contacted her to resolve this issue.

I am furious as this wasn't brought up when we signed up this year. She is on a completely new contract, on which I am the main member.

Also while Virgin's systems were down we were signing the Discovery Vitality book, and non of our previous gym visits have been recorded!

I have tried contacting Virgin via the phone and have not been able to speak to anyone. I would really like to take all of this up with a manager!