Very bad service

I am really disappointing with the way that the staff at Milpark Virgin active does not care about the fact that I pay to be a vitality member. Last week 03.03.2021 I went to the gym in the morning before work, their system for vitality was off, they made me fill in paper work with my vitality details to capture my gym visit which I need for my active rewards. They have still not loaded it, this morning I informed the reception to please load it and call me back when done so I can get my vitality points, she promised to call me back after 9 am when the manager came in to help her, I had no reply, I called from work at 15:00 and spoke to a guy at reception, I explained to him my situation and he said he would do it immediately and call me back, he again just if ignored my request and did not call me back. I have been a member for many years and this is the treatment I get, I am considering a membership at planet fitness or elsewhere.