Paying for nothing

Thabo and Penny from Boksburg captured my details as a Boksburg member instead of Sunward park and did not activate my vitality so I’m paying more. Every time I call they say my issue is being escalated but there’s no feedback… in the meantime they continue to debit every month without activating vitality but they can’t transfer me to the branch I signed up for. Does Virgin Active have leadership? If yes why are disputes so difficult to resolve… something as simple as this.