Pathetic service - *********** staff and *********** managers who hire them

Because of incompetence at Virgin Active, I am now paid up to end October. Since 1 September I have been blocked and every single person at reception asking me if I know my account is overdue. Correspondence with the office tells me that I am paid up and should not be blocked, the N1 city manager also apparently informed, Cara, but I am still being blocked. Now, probably because I am complaining about pathetic service, my visits are not reflecting on my rewards apps. The entire IT team is working on it, for two weeks, and nothing to show for it. I have still not received e-mail addresses and cell numbers of the managers, so that I can call them whenever I get blocked at the gym. This level of non-service is unbelievable.