Poor Membership Management

I've been a Virgin Active member for many years, with a 30% discount through Bankmed/Vitality. In December, someone from Discovery Vitality contacted me and offered a trial membership with Discovery Vitality, promising a 70% discount based on gym attendance. I was told that they would access my attendance and apply the appropriate discount. However, when the January debit order came through, I was charged the full membership fee with no discount. I followed up with both Discovery and Virgin Active, but each referred me to the other. Eventually, I was told I needed to "activate" the benefit, a step that was never communicated to me when I signed up. Despite my ongoing calls to both parties, I received no resolution. The February debit order was again for the full amount. I decided to cancel the trial, assuming my previous membership and discount would be reinstated. Yet, in March, I was still charged the full amount. A Virgin Active sales rep then contacted me and said I could reactivate my previous discount, but it would cost R100 and require signing a new contract. I didn’t sign the contract because I was still trying to resolve the issue with Discovery. When I went to the gym, I found my account in arrears by R100 and my access was blocked. I informed the sales rep, but they continued to direct me to sign the new contract. I eventually paid the R100 just to restore access. On April 1st, an amount reflecting the 30% discount was debited - even though I hadn’t signed any new documentation. But when I tried to go to the gym again, my account was inactive or cancelled. I called Virgin Active Customer Care and explained everything, but was again told to speak to Discovery. Discovery told me they couldn’t act on Virgin Active’s behalf. After being passed between both parties multiple times, a Discovery representative finally helped me lodge a formal complaint. On Virgin Active’s side, I was told to speak to the Club Administrator, as their system showed my membership as declined. At this point, I don’t know what I'm supposed to say to the Club Administrator or how they can assist me differently than Customer Care. Meanwhile, payments continue to be debited from my account, yet I’m still unable to access the gym - unless I sign a new contract, which I’m hesitant to do while my complaint with Discovery remains unresolved. This experience has been extremely frustrating and highlights a serious lack of coordination between Virgin Active and Discovery Vitality when it comes to membership and benefit management.