Unbelievable appalling service

For over five years i have been trying to sort out my account and for two year have the ability to log onto the app to claim rewards i am due. For some unknown reason Virgin created an extra account in my name. Despite me paying with a debit order i have been harassed for payments on a duplicate account. Countless times I have been told its sorted but this week i find out that its not. Call center agents promise call back the next day but this never happens. Being someone who trains every day I am due rewards as per the adverti*****t on the app and in all gyms, but as I cant log on to the app (because of Virgins incompetency) i am now owed over three years worth of rewards. It cannot be possible that this simple issue cannot be resolved and is shameful for a company bearing the Virgin" name.