PATHETIC SERVICE AND NEW APP NOT WORKING!!!!!

I have an ongoing problem and not getting any joy from Virgin Active!!!!

About a month ago I complained to the guy at the club who signed me up initially that my workouts and visits to the club is not counting or reflecting as I check it on my Momentum Multiply app. Reason being is that as a Multiply member I get points and rewards for my gym visits.

He advised that after speaking to the club's front of house manager there is apparently an issue with both Vitality and Multiply members where rhe visits are not courting and that this is due to an upgrade to the system and the new app.

He assured me though that it should be fixed by the following week and one will not be disadvantaged in any way as the visits will reflect once the new system is fully upgraded and installed on their side.

In the meantime I have been attending gym and doing my cardio and workouts religiously just to find that now after almost a month the visits to the club is still not reflecting.

The staff member at the front desk asked that I write down the days and times I was at the club so he can load it manually. Still nothing and that was a week ago.

The new app is not working and I tried scanning the QR code to enter the club. It does not allow me in and something which should be seemless is causing me so much frustration. I have to then access the club using my card or manually punching in my ID number.

Trying to scan out after my 1 hour or 01h30 session at the gym, the app on my phone doesn't scan out with.and no one is fixing this!!!

No rewards are being counted on the app and I am losing out on this all.

I logged a query on the Virgin Active website last week Wednesday already reporting this. Not a single response or even any acknowledgement of my query. !!!

The call center is useless and one waits for 20 minutes on hold just for the call to be dropped... How is this customer service I ask you????!!!!