Poor Service - No feedback on complaint

I contacted Virgin Active South Africa via their website on 13 October with a complaint that my local gym (Milpark) closes too early on Sundays (2PM). A day later I received a response that my complaint would be attended to by Simon (presumably from Milpark gym). I was not contacted and when I followed up on 18 October I was assured Simon would attend to my complaint. It's now 2 weeks since my original complaint and noone has bothered to contact me. If Virgin Active continues to ignore member complaints perhaps it's time to take my business elsewhere.