Virgin Active lies about rewards programme

I joined the gym in July 2023 and was given a long advertising speech about the rewards programme and the free weekly smoothie for every 2 weekly workouts in excess of half hour each. I have more than double exceeded that requirement for the past 2 weeks but my app still states "you do not have any active rewards". Tomorrow is the start of a new week hence this past week's rewards simply fall away again. The staff at the desk constantly sing "give us your membership no and we will log a call with IT". It does not seem they have an IT department, nor is there in reality a rewards programme. Are they so hard up for clients that they have to sell false incentives?