Virgin active worse

Good day, my experience with virgin active customer service /care is very disappointing I've been calling them in regards with my points and cashback, been promised that I'll be located the missing points manual of which it never happened, every time I call I'm told my points will reflect and I train almost 7 days a week I cannot see my progress from the app only they can see. I'm even thinking of canceling my membership my husband is also experiencing the same problem, but other people are getting their benefits without having to follow virgin active