No action above ground level, membership transfer mess

***. We signed up with Anthea @Bellville, with great service, up to now. I had to change facility to Willowbridge, though , due to health reasons, as there are no stairs. I enquired at Willowbridge, spoke to salesperson, immediately made payment after confirming more than once that the transfer is for me AND my 2 kids on my membership profile. I was assured each time it is. Because we misunderstood, we thought it would only be active once the app shows Willowbridge, so we waited, eventually went to the branch to check. I then spoke to the salesperson, and manager, who let my daughter and I scan our QR, it worked. They checked all 3 members, active gym showed Willowbridge. Come June, suddenly My son can’t access Willowbridge anymore, but he could in May. The host there tried to assist, granted him access for the evening, as I also got hold of Anthea, who said she would call and ask them to do so. I was advised by both to log a query on the website, which I did, ref 531741. I received mail to say my query was received, and nothing since. The service on the ground is great, the people amazing, but it seems beyond there, a biiiiiiig NOTHING.