Incorrect Billing Due to your Admin mess up

Discovery Vitality and Virgin Active Support, since you don't have an email address, here goes.

I am writing to formally raise and consolidate an ongoing billing dispute that has arisen due to an administrative error between Discovery Vitality and Virgin Active, which has resulted in an incorrect debit on my account.

Chronology of events is as follows:

On 5 July 2025, I downgraded my Virgin Active membership from Premier to Club. This downgrade was successfully processed.

At that time, I was correctly on Vitality Premium.

On 17 December 2025, I submitted a request to downgrade my Vitality plan from Vitality Premium to Vitality Active.

This request was confirmed as processed.

At no point did I request a cancellation of my Vitality benefit.

On 1 February 2026, I was debited R1600, the full, undiscounted Virgin Active fee.

Upon investigating this debit by calling both parties:

Virgin Active advised that they received a request indicating that my Vitality benefit was cancelled.

Discovery Vitality, however, has advised that my profile reflects a Virgin Active Premier membership, which is incorrect, as my downgrade to Club was completed in July 2025.

It is therefore clear that:

My Vitality benefit was incorrectly treated as cancelled instead of downgraded, and/or

My Virgin Active membership was incorrectly reflected as Premier, despite being Club since July 2025.

These discrepancies are the result of administrative or system integration errors between Discovery Vitality and Virgin Active, and not due to any action or omission on my part.

I have opened cases with both organisations (case numbers available on request), and I now request the following:

Immediate correction of my records to reflect:

Virgin Active Club membership (effective 5 July 2025), and

Vitality Active status (effective 17 December 2025).

A refund of the incorrectly debited amount, being the difference between the R1,600 charged and the correct Virgin Active Club fee with Vitality Active app****.

Written confirmation that my billing going forward will be correctly aligned.

Please note that I expect this matter to be resolved without further delay, as I have comp**** fully with all downgrade processes and should not be financially prejudiced due to internal errors.

I would appreciate a consolidated response from both parties confirming the corrective action and refund timeline.