Terrible customer service

I am very disappointed in Virgin Active, I have been a member for many years, then ended our contract when it was covid, since then after rejoining again it was just downhill from there. There was a big stuff up from Virgin Active Gateway and now it is costing me money every month. I have been trying to sort this out for months now and not getting anywhere, I am being bounced between Reps and communicating with people via email but still nothing has been resolved. Whenever I speak to someone, each person has a different story, this one says I must go there and that one says they cant help me. The point is, I am now a vitality member, and I am currently a Virgin Active member of which I had signed a contract, the problem is to get my Vitality membership linked to my existing Virgin Active contract which apparently cant be done. I was told that I need to sign a new contract in order to link my Vitality membership to qualify for the gym discounts. Now, this I have been trying to do via email as well as at the La Lucia Gym, but everytime I go there, whichever rep I speak to tells me a different story, apparently I will need to pay a joining fee again even tho I am paying the full R1180 for my current membership currently. I had then emailed Virgin Active and the last communication I quote said " Good day Janien, Thank you for your email. I tried to call with feedback, you will have to sign a new membership today or tomorrow(this was 5 days ago) and not pay an activation fee. From the R1180 debited we will only be refunding a pro rata for the remaining days in Feb i.e R1053.57 if the new membership is done by tomorrow. This is *******, because I went to the La Lucia gym that day and was told the systems are offline, and the rep was going to call be once they are back online, I went there again the following day and was told by another rep that he cannot assist me because Head Office needs to add info to the system to state that I will not need to pay an activation fee and that part of my payment will be refunded because apparently if he does a new contract for me, the system will ask for an activation fee. Yesterday I have tried calling Virgin Active and asked to be called back, this did not happen, again in the afternoon I tried calling and asked to be called back, this also did not happen. I have sent numerous emails, but this seems to be ignored. I dont know what to do next to get this sorted out. I feel that I should not be paying an activation fee as I am already an existing member, they just need to link my vitality or let me sign a new contract without activation fee.

I need a manager to get involved now, I am tired of dealing with reps.