Poor customer service

Zone fitness Promenade Mplain My sons phone and gym card was ****** out of his locker while he was in the shower. The manager said he will ask the finance people for a new card for my son. Up until today nothing has been done, now they told my son he must purchase a card again. I'm upset because he didn't loose his phone or card but it was ******. I feel they can give him a member card as I pay his membership every month. He lost his phone and that is an expense I have to deal with now as he is matric and lost all his info that was on the phone so at least they could've just reimbursed him with an access card.