Terrible service and rampant incompetence

I’m suddenly locked out of my desired club. I’ve been going to Virgin active Thornhill suddenly I go there and they tell me I can only use Polokwane town gym and to phone support and transfer myself I have to pay R60 for the transfer and they cannot do it at the branch for me. I called support three times and paid the R60 transfer fee but have still hot been transferred. I am severely frustrated and really disappointed by the service all round.