Not a happy Member!!!!

As an avid gym member, I have held Virgin Active in the most high regard. So their poor process on a card application for V plus card was very astonishing. As a family I decided to make an effort and add on Vitality for myself and my 2 children. This was competed in December and we had to wait for the Vplus facilities to be open obviously due to the Covid. As much as I enjoy gym, most of the time I also try to make excercise an important part of our children's livelihood. Firstly the application was done by a sales person at the branch in Cornubia. The lengthy process included them making sure that our cards were activated so we could start with gym. Given some of the facilities were not available in particular the kids V plus, I naturally assumed they would contact me when it would be. That sadly was asking them to go way beyond their expectations, as I continued with following up thinking I may have not activated membership with Vitality. That was not so, in January, February and March I had made contact with the on duty manager asking why my son's card was not available, only to be informed that they had not included him in my membership. Unfortunately after sending them a confirmation to the managers email, showing a valid membership on Vitality, all they would have needed to do was add my son. This is such a poor display of Virgin Active ethics and values. They never did one follow up, neither did they apologize for making me look like the worst customer in the presence of my children. They make no apologies in trying to retain their new acquired members, not so much as a New member gift pack( this Virgin Active always does). The sales person, manager on duty even the reception have marred an experience that I actually enjoy. I wonder if Virgin Active in Cornubia Mall Durban has trained their staff and management on how to do sales?