Virgin Active - Incompetence

This is for Virgin active in Bloemfontein Fichardt Park. I've been with the gym for a while now, I also paid a personal trainer to achieve my fitness goals faster. I signed in with my ID nr 3 times, yet no one informed me that I can't exceed 3 times. I was denied access today at the gym. The embarrassment of having to turn around. Nor the branch Manager or the Manager on duty came to resolve the problem. Not even the sales consultant (who got commission from my membership) could help. I could have paid for a new card, money was not an issue. But instead all the emplyeecould say was "sorry your access has been denied". It seems like all you care about is the monthly debit order going off from my account and not about retaining your customers. The service at Virgin Active Fichardt Park Bloemfontein is utterly bad. I'm extremely disgusted! My intention is not to terminate my membership but today's incident did not come cheap. I already paid my trainer for 5 weeks in advance. Do I have to write that money off because of the incompetence of your staff? Thank goodness my trainer was the only sensible one in the whole situation, if only his management did not fail him like they did. I need a solution ASAP