Poor client service

I renewed my membership in september 2019 and the consultant who helped me Tumi did not submit my contract.Virgin was debiting wrong amount in my account. I only realised that in January 2020 I spoke to few consultants in their head office who failed to help me. I insisted on speaking to a manager and the floor manager by the name of Blanch Marman tried to assist me. After several attempts she failed and i went to the club (sandton cbd). I had a chat with Ben Mujuru who happen to be their sales manager. The guy was not helpful either,instead she blames the consultant for not submitting the correct contract.Further to that,he confirmed that the consultant is no longer in their employ and his hands are tight. The matter was then referred to the club manager Garth Robbins,the guy never bothered to contact me after leaving numerous messages telephonically /email. No one in this business is taking responsibility, i am now trying to escalate the matter to the directors.