No access at Jabulani gym

On the 10th of June 2024 I joined Virgin Active Jabulani for me and my partner I was called and the call center on the phone helped me with everything and I paid the membership fee for me and my partner and was told we would collect our cards at Jabulani branch. Now when my partner goes they telling him they can’t find him on the system. How when we’ve paid and did everything? I need someone to sort out this mess quickly or else give me my money I will go to planet fitness because this is an inconvenience now he’s not allowed to gym because they can’t find him and I’ve paid? What the ****