No Accountability

My husband and I just recently joined gym (Virgin Active Lenasia), we added our kids as well, everything was going well until I wanted to add my baby nephew who is practically my child as well since I look after him as his father is unemployed. I do absolutely everything for him. The gym was giving me the run around in terms of adding him onto my membership, so I called Virgin Active headquarters and spoke to a very helpful consultant by the name of Zainub who advised me that I can add my nephew onto my membership as he is under age and that the cost will be R200 p/month anytime. All I needed to do was to go to the gym with his birth certificate, my ID as well as my banking details and should I encounter any problems I should get the gym to call them. That's exactly what I did, I went to the gym and advised them as above. The gym refused to cooperate, so I called the head office again and unfortunately I couldn't reach Zainub, I got through to Nosipho who told me a completely different story, she went as far as confirming with her manager, I told her that I will not accept that as I was misinformed and that is not my fault, I requested the manager or someone with the authority to resolve this to call me back but that hasn't happened...