Appalling Back-End Customer Service and Sheer Incompetence

This review is specific to the back office of this gym. I attend the Rosebank branch and the gym itself is lovely with many classes and amenities. However, whoever is in charge of customer relations in terms of email communications, needs to go back to the 3rd grade and learn how to read. I emailed them seeking clarification on how to cancel a contract as I had not attended the gym in a couple of months due to unforeseen personal circumstances. After 3 days with no reply, I emailed again. More time with no reply. Finally after 38 days, I received a reply. I was then told 3 different amounts in cancellation fees. I then rep**** that I would not be cancelling and to continue with my membership as no matter which of the 3 numbers I looked at, the cancellation fee was still over R2000. In this email chain, their emails had numerous spelling errors (and the aforementioned confusion with the cancellation fee), so much so that I thought I was being ****med. Furthermore, they did not seem to understand that I wanted to continue my account and blocked the account "pending cancellation" whilst continuing to take my monthly membership payment with debit orders.

I want to give fewer stars because of the sheer incompetence behind the scenes but the people that work at the Rosebank Branch are lovely and friendly and helpful and I have nothing bad to say about them.

Please employ better people to run backend customer service. This is **********.