Invalid deal offered by Virgin Active / Pathetic Service

Good afternoon

I recently cancelled my virgin active contract. I received a call last week from a gentleman named Khaya at Virgin Active Head Office. He offered me a deal indicating that i could reactivate my contract without paying the joining fee again. Last Friday, he called me to inform me that Discovery Vitality had declined the offer as I had cancelled my contract more than 30 days ago. My question is why did Khaya make the offer if he was aware of the vitality rules. I called this Monday and spoke to very arrogant agent named Babalwa who kept me on hold for 20 consecutive minutes without checking on me or reassuring me that she was still with me. I offered her some friendly advice that this constitutes poor customer service and was met with silence and not even an apology. She also refused to transfer me to a supervisor indicating that none were available. She advised that the query would be relogged and feedback would be given to me before 12h00 the next day. I have received no feedback to date from Virgin Active. I called yesterday at approximately 17h20 to request feedback and the agent assured me that I would receive feedback today. I also asked the agent to get a supervisor to contact me as I had a complaint about the poor customer service that I had received. This obviously fell on deaf ears. The real problem is the lack of feedback but should you be in arrears, you receive prompt and regular calls. Furthermore, how can they offer a client an invalid deal? Absolutely terrible customer service from the customer care department!