Virgin Active Cascades PMB no active rewards

So virgin active has an app where you get rewards and ever since I have joined I have met the goals however i never got the rewards, I have continuously made contact with the Virgin active team and it's been 4 weeks of rewards that I did not get, it has been escalated to the gym manager however 4 weeks later and still no response or reimbur*****t on my rewards, from talks with the sales consultants it seems many other members have not received their rewards, so Virgin Active could I get the much needed assistance as I feel this is more of false advertising when I am not getting any rewards and neither a response from the gym manager on a way forward to get my rewards.