Poor attention to detail and system glitches

From 09th September a simple query seemed to be too daunting for virgin active to deal with. All that was required was to manually enter my info as i visited the virgin active in Middelburg to achieve my monthly and weekly goal. The last day to achieve this was not recorded on entry and exit. The same day i came back they were unable to assist. I came back the next day still nothing. I logged a complaint on 12th. When finally i received a response the only thing was done was reset my app pin. How does this solve the issue. This was also the same period when the new rewards program was going live (this was just after the Sunday not being recorded to achieve my goals