Why are youll ****ming your loyal customers

Im really disappointed and disgusted at the ladck of Admin and treatment if loyal customers, i am a member of the Virgin Active Kingspark gym and i had recently canceled my vitality and took out a, new policy which includes vitality as well, i have been given the run around with the gym now telling me that i need to pay R1000. 00 reinstating fee when i have been at thr gym all this time just i changed over policy and there was a break of over 60 days, what kind of money Making scheme is this, i have been a loyal customer always paying on time and now to be told i need to pay 1000 for nothing when your administration was not in order, so im to pay for lack of admin on Virgin actives part how is this fair can someone please explain this to me. I have asked the manager to waiver the fee and iv been told that he cannot do this yet my vitality activation was sent to him last month and he assured me eveything was sorted