Virgin Active Cascade Pietermaritzburg

I'm really disappointed with virgin active cascade Pietermaritzburg. I've been trying to call them endless from Monday and they seem to be answering and cutting the call. I downloaded the app, I joined the gym and they said once you reach 2 goals for the week you get a Kauai shake and when you have 4 goals which will be a sprint goal. Last week I met my target with both goals and the app kept showing no available reward. On Saturday I queried it with my fiancé at virgin active as his also did the same and the lady said no she will take the id numbers and check and tell us. Why do they advertise such false stuff? And I also get cut of from the call every single time I call. I'm paying my fees and not asking for something I said. It was all said when we took the contract out with virgin active.