Formal Complaint Regarding Incorrect Advice, Loss of Vitality Benefits and Virgin Active Charges

I am writing to formally lodge a complaint regarding advice I received from a Vitality agent, which has resulted in significant financial and personal consequences for me. Approximately two months ago, a Vitality agent contacted me unexpectedly and informed me that both my wife and I had separate Vitality accounts and that only one account was necessary. He suggested that I cancel my Vitality account, for which I would receive a refund, and that we could continue using my wife’s Vitality account. I explained to him that my Vitality account was linked to my Virgin Active gym membership. I specifically asked whether my wife’s Vitality account could be linked to my existing Virgin Active membership without any problems. I asked him several times during the call, “Are you sure there will be no problems?” Each time, he assured me that everything would be fine and that he would arrange for my wife’s Vitality account to be linked to my Virgin Active membership. Based on these assurances, I agreed to proceed with the cancellation of my account. Unfortunately, this did not happen as promised. For the past two months, Virgin Active has been charging me the full membership fee, which I cannot afford. I have also been unable to get a satisfactory response or resolution from Vitality despite trying to contact them. I am extremely upset and frustrated by the way this situation has been handled. I have recently been retrenched and am already under significant financial pressure. I am also diabetic and rely on access to the gym as an important part of maintaining my health and lifestyle. The actions taken following the advice of your agent have therefore had both a serious financial and personal impact on me. I did not make these changes independently. I made the changes solely because I re**** on the explicit assurances given to me by a Vitality representative that my wife’s Vitality account would be linked to my Virgin Active membership and that there would be no problems. I therefore request the following: 1. That Vitality urgently investigate this matter and provide me with a full explanation of what went wrong. 2. That my Vitality benefits and Virgin Active membership be restored to the position I was assured they would be in. 3. That Vitality arrange reimbur*****t for the two months of full Virgin Active membership fees that I was charged as a direct result of the changes made following the agent’s advice. 4. That I receive written confirmation of the steps being taken to resolve this matter and prevent any further financial loss. I trusted the advice provided by your representative and repeatedly sought confirmation that making this change would not negatively affect my Virgin Active membership. I feel that I have been seriously let down, particularly at a time when I am financially vulnerable and need access to the gym for my health. I expect this complaint to be treated as urgent and would appreciate a prompt resolution, including reimbur*****t of the additional Virgin Active charges I have incurred or this matter will be handed over to the ombudsman south Africa. I look forward to your written response and a satisfactory resolution to this matter.

Yuven Manilall ***