Sales rep failed to activate my Vitality, was informed 9 months later

In November 2024, Dee, a sales consultant from Kyalami, assisted me with signing up for a gym membership which was supposed to be connected to my Vitality. A few days ago I found out it was never activated.

I went back to the consultant 14 July of which she only responded the 18 July with misinformation and said she would call me back. With no call back, I contacted her 21 July. She confirmed it had never been activated, she said it slipped her mind and there is nothing she can do.

I specifically asked on sign up if there was anything else I needed to do on my side but nothing was mentioned that the vitality fee was outstanding.

I have taken this to Virgin Active and they have said nothing can be done about it. No reimbur*****t, no consequences on the Sales consultant's side.

This is unprofessional. When I wanted to sign up she was very available but as soon as that sale was made she was not interested to assist. A slip up has cost me a lot of money. Virgin Active surely should take some responsibility for this and address this.