Virgin Active Webadmin Service Complaint

I sent the following email to webadmin@virginactive.co.za on 3 June 2020:

"As part of a promotion when I joined Virgin Active in November 2019 using Discovery Vitality I was promised to receive a R1500 Woolworths voucher by Karabo Mthombeni at the Virgin Active in Roodepoort. I was told I will receive the voucher in January 2020. When I did not receive the voucher I asked Karabo Mthombeni again and he told me to be patient they will send it to me. In February 2020 I again asked about the voucher and again I was told to wait it will be sent. When I asked about the voucher in March 2020 I was told that the vouchers are no longer being given and that I must contact the head office to find out why I have not received it. This was the first time I was told to contact head office. I then contacted head office and they told me that they will lodge my complaint. Until this day I have not received any feedback regarding the matter. "

To which Tasneem from webadmin replied the following on 6 June 2020:

"Thanks for getting in touch with us. Due to the lock down our clubs are close and we're unable to look into this matter. I have sent your enquiry through to te club manager to follow up once the club has open."

On 1 September 2020 I sent the following email to webadmin to which I got no repsonse:

"Hi Tasneem, Have you looked into the matter yet?"

On 29 September 2020 I sent the following email to webadmin to which I got no repsonse: "Hi Tasneem, It has now been over a month and I still have not had a reply from you. Please treat this as a matter of urgency."

And lastly, on 2 October 2020 I sent the following email to webadmin to which I got no repsonse:

"This is your last chance to reply. You cannot give me a single reply in more than a month. It is extremely unprofessional. If you do not reply by Monday I will be reporting your entire department. Never in my life have I experienced such poor customer service."

It just shows me that the whole department is not being overseen by anyone and that terrible service and blatant disregard of client complaints happens on a regular basis. No repercussions whatsoever.