Gym membership and kids - lack of response

It is with utmost dissatisfaction, despite being to the club, sending numerous mails, going online and telephonic conversations I have still not received a solution to my problem

Firstly since I signed up, about 3 months later my child's activation card stopped working, apparently he is at another level according to your staff at the front desk

On further investigation, I was told that I am paying normal Gym rates although I am on Vitality. I asked to be downgraded so I don’t pay so much, this issue has not been resolved now going over 15 days.

I asked who should I be contacting regarding my refund and no response. I logged a case on the website 25/06/2019 and still no response.

As parents who have kids who also want to train with them, the facility provided to them is just to play. 99% of the time the staff are taking care of toddlers. There is not an active program to keep them occupied unless one gets there at a specified time and day.

Please I am just so angry and frustrated that despite being only there for a few months, I / we cannot get the training we want because the kids are not actively engaged and prefer to be with us but they cannot be because of age limitations.

Please I would like this issue resolved else simply cancel this as the objective of getting and keeping active at the gym is simply not worth it. Please I would like my money refunded. I am not sure how other parents manage but it is simply a waste of money when kids are not properly engaged.

I am still waiting on a resolution

Disappointed Neren