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Ntombi N

1 reviews | Active since Jan 2023

06 May 2026, 21:21

Unfair Gym Benefit Cancellation & No Resolution – Despite Meeting Vitality Goals

I downgraded my Discovery Vitality plan to Vitality Active on 1 March 2026. Since then, I have consistently met my weekly activity goals for over 10 weeks and remained actively engaged with the programme.

Following the downgrade, my Virgin Active gym benefit was cancelled effective 30 April 2026. I was then charged a full gym membership fee for May, despite maintaining my activity levels.

I contacted Discovery Vitality and was informed that the gym benefit linked to Vitality Premium cannot be reinstated on Vitality Active, and that I would need to start a new gym membership and pay an activation fee of R799.

As a result:

* My gym access has now been revoked * I am unable to train * I am being required to pay an additional activation fee, despite not cancelling my membership or failing to meet activity requirements

I have already logged a request for the activation fee to be waived, but I have not received any feedback.

This situation is highly frustrating, as I have remained compliant with Vitality requirements and this issue arose purely due to a plan downgrade — not due to inactivity or cancellation on my part.

I am requesting:

* Urgent resolution of this matter * Waiver of the activation fee * Assistance in restoring my gym access without additional penalties

I would appreciate prompt intervention and a fair outcome.

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Replies (1)
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Ntombi N's update06 May 2026, 21:24
Reviewer Update
I am writing to lodge a formal complaint regarding the cancellation of my Vitality-linked gym benefit, the resulting billing impact, and the requirement to pay a new activation fee.

I downgraded my Discovery Vitality plan to Vitality Active effective 1 March 2026. Since this change, I have consistently met my Vitality activity goals for over 10 consecutive weeks and have remained actively engaged in the programme.

Despite this, my Virgin Active gym benefit was cancelled effective 30 April 2026. As a result:

  • I was charged a full gym membership fee for May 2026
  • My gym access has now been revoked
  • I have been advised that I must take out a new gym membership and pay an activation fee of R799
I have been informed that the gym benefit structure differs between Vitality Premium and Vitality Active, and that the previous benefit cannot be reinstated. While I acknowledge this, the outcome in my case is both unfair and financially prejudicial, given that:
  • I did not cancel my gym membership
  • I remained compliant with all activity requirements
  • The change was due to a plan downgrade, not inactivity or voluntary termination
I have already logged a request for the activation fee to be waived; however, I have not received any feedback to date, and I am currently unable to access the gym. In light of the above, I formally request:
  1. Urgent review of my case
  2. Waiver of the R799 activation fee
  3. Assistance in restoring my gym access without additional penalties
  4. Consideration of a billing adjustment or refund for the May 2026 gym fee
I request that this matter be escalated and resolved as a priority, as it directly affects my access to a service I have been actively utilising and complying with. Please provide a formal written response outlining the outcome of this complaint.