Hidden Charges of Discovery Vitality Membership and Partners

In September 2023, I upgraded my Discovery Vitality plan to receive better benefits with their various partners, including and mainly Virgin Active. My husband and I have been long-time Virgin Active members. I personally have been a member for over 16 years. My usual monthly debit order is R343.20. However, in September 2023, Virgin Active debited R1040 from both mine and my husband's bank accounts. This is a significant increase from our usual monthly subscription. When we went to the gym to inquire about the incorrect debit order, we spoke to Denzel, a Virgin Active employee at the Sunninghill branch. He confirmed that the debit order was incorrect and that the difference was substantial. He also told us that the incorrect debit order of R1040 would be used to pay for our membership fees for the next few months. To benefit from Virgin Actives discounted gym membership fee (with Vitality), Denzel informed me that I would need to pay an activation fee of R1040 for both my husband and me. I was reluctant to pay the activation fee for my husband and I, but I felt that I was forced to because I was late for a gym class that I regularly attend. At this stage R4160 was paid to Virgin Active in the month of September (in comparison to a monthly debit order of R343.20 each). I took a break from the gym for 2 weeks in October but when I returned my access to the gym was denied. Denzel said he had communicated to head office that the debit order of R1040 should be app**** to future monthly payments and was awaiting feedback. In the meantime he said he would request that the staff at the front desk allow me access to the gym. On 31 October 2023, R260 was debited from my account. I went to the gym, to try to resolve yet another issue (R260 debit order) over and above the R1040 debit order and the R1040 activation fee paid by both my husband and me. When I entered the gym with the intention of resolving these issues, I found that my access was reinstated. I went to the gym at least twice to discuss the matter with Denzel, both times he was apparently "in office" but unavailable to assist me. On 9 November 2023, I received an email from Virgin Active stating that my account was in arrears and that my membership may be cancelled if I have more than three consecutive instalments in arrears. I have not been able to access the gym since then and sincerely feel toyed with by Virgin Active. I then resorted to contacting Virgin Active by phone to inquire about my account. I was told that because Discovery had cancelled my old Vitality membership in September, I was charged a full gym membership rate of R1040. I told the agent that I would never have upgraded my account if I had been informed of the costs involved. She told me that Vitality was supposed to inform me of the consequences of upgrading my account. I then asked to cancel my contract and was told that I would have to pay a cancellation fee because I committed to a 12-month gym contract, which I was not aware of. When I asked for the contract (that I remembered I signed electronically when Denzel had presented a signature block to me on an Ipad, when we paid the activation fee) I was told that I would need to go into the gym to get it. A Virgin Active representative called me later on 9 November 2023 to inform me that my account was in arrears. I told her that I wanted Virgin Active to waive the two payments of R1040, given that I am a long and loyal customer. She said that she would revert to me within 2-3 business days. I received a call from another Virgin Active representative on 10 November 2023, stating that my account is in arrears but that she sees a note has been made to provide me with the contract. She said nothing in terms of the request that I had made to the other agent. I am disappointed and feel taken advantage of by Virgin Active. I am being harassed by Virgin Active with missed calls during my working hours, even though I have clearly stated the issue and what I want resolved. If Virgin Active representatives are available to constantly badger me with calls, surely someone must be able to understand and rectify the situation, as opposed to telling me the consequences of upgrading my Vitality retrospectively. It is nonsensical that I as the customer should be aware of the vague and uncommunicated arrangements and consequences in the Vitality and Virgin Active partnership. The benefits of Vitality and Virgin Active are apparently provided subject to the payment of exorbitant hidden and upfront costs. I would rather revert to my old Vitality and previous debit order. I feel cheated and I feel like the response from Virgin Active is “sorry for you that you did not know better”. I have since sent the contents of this complaint to both Virgin Active and Vitality. I received an acknowledgement of my email from Vitality stating that they would respond to my email within 2 weeks. It has been over 3 weeks and I have not received a response from either company. I have also not received the contract that Virgin Active has said they would send.