WE do not care about our customers!

What do I ask myself is the opposite of customer Centric.......customer LAST, customer ZERO and I can think of many others. SO, here's my story and I can't believe that I have to waste my time like this in order to get some attention or at least get what I paid for from VA. I've been a member of these clubs for many many moons and recently (towards the end of September) bought a 3 month gift membership for my husband that cost approx. 2.5K. This membership was promoted and advertised by the Group. Once the gift was purchased and registered we received a message that it's all good to go! OR so we thought. Subsequent to this he attempted to enter the club on few occasions and was told that the QR code and other means that he had been given is not working and had to explain his sad long story to a few individuals at the club...........this story had been on repeat to no avail. He successfully entered the club on two occasions whereby the staff had given him access without checking his credentials etc........this in itself concerns me as VA is merrily allowing access. One of the staff members promised to resolve his "issue" and to phone him back the next day......surprise surprise....not a word. I think we all know how busy the lines get at the clubs, especially during the peak hours and trying to explain yourself without anyone attempting to resolve the actual issue is both frustration and embarrassing as you are seriously annoying everyone else waiting in line. My next step was to go to the gym myself (not to train) but this time on a "admin" / "resolve the issue" mission. I had dealt with one of the sales consultants, Cuan, on a few occasions with regards to adding my kids etc and had success doing so........trust me.........I had less success with other staff members. On my arrival at the gym I asked to see Cuan and explain my soppy story to him, he took down all the details and promised to have it resolved ASAP, I also followed this up with a mail......days went by.........I followed up.........another few and more and even more, followed by calls, mails, face to face discussions and even begging. I eventually gave Cuan a ultimatum and informed him I will give him two more days to resolve this issue after which I will escalate the matter. Cuan had promised me that he escalated the matter himself and involve the necessary parties (whoever these persons might be??). After more than two days had passed Cuan phoned me again and informed me that he is unable to resolve this matter and the best route would be for me to contact the Gym Manager (Tygervalley) and attempt to get the matter resolve via this avenue, this person apparently already knew about our "issue". NOW, I'm sure that the Gym Manager is a very busy and important person but so are all of us. The fact of the matter is that I bought something, paid for it and in return did not receive what I paid for. It is firstly shocking that I have to beg, waste my time to have the same conversation over and over, email, phone, go to the gym and then secondly even more shocking that after all this still ZERO. VA, it's heading to two months since I bought this membership, please resolve. And if we are unclear as to what "RESOLVE" would entail, give me what I paid for, this is surely a minimum or if you can't, pay back my money.