******* OPERATIONS

I have been paying my Virgin Active account by direct transfer, and contacted customer service in April 2019 for a statement of my account because I wanted to pay it up in full to close my account. I was told that they cannot provide me with a statement because the account has been paid up in February 2018, I then requested a paid up letter and requested a refund for all the money I have overpaid them since February 2018. The agent was extremely rude to me and told me that I will not be getting my money back because I had transferred it to their account myself!

I battled to receive my paid up letter and asked to be directed to management. I was told to contact someone by the name of Melissa Johnson, who took my call and assured me that she will personally e-mail me my paid up letter and send me a short form to complete for my refund to be processed. I received her e-mail as promised however I noticed that she is nowhere near being a manager, she was one of the agents, however I completed the forms and provided them with the necessary documentation on 28 April 2019, only to be completely ignored.

On 6 May 2019 I emailed again, asking for feedback of my refund, and was ignored. On 17 May 2019 I emailed again, asking for feedback of my refund. On 2 May 2019 Melissa Johnson finally rep**** to me verbatim:

"Good day Carl. Thank you for the email. We have send you a Refund document dated 12/04/2019 via email. We have still not received the signed document back from you. Please complete the form and attached and provide the following: Copy of ID Copy of deposit slip/EFT proof of payment. Proof of banking details (with bank stamp) Thank you."

On 20 May 2019 I responded, informing her that I have already sent the required documents, however I resent the form. On 22 May 2019 I received an email from Melissa Johnson telling me that my email has been acknowledged, and feedback would be provided as soon as possible. On 22 May 2019 (15 minutes later), I received another email informing me that Finance is in need of a copy of my ID and bank account to process the refund. On 24 May 2019 I responded, telling her that I am sending the documentation, but she needs to be made aware that I am sending it for the second time. On 29 May 2019 I emailed her again, asking her for feedback. On 30 May 2019 I received an email notifying me that the money will be "released" latest Friday 31 May 2019. - I responded with a thank you. On 31 May 2019 I emailed Melissa Johnson again to ask if my refund has been processed. On 04 June 2019 I emailed Melissa Johnson again to ask the same question and why she was ignoring me, as I am entitled to my money. On 05 June 2019 I emailed her THIRTEEN TIMES asking for my refund and to be directed to an actual manager to address the theft. On 6 June 2019 I received an email from her informing me that she was not at work (though she forgot that she actually responded to me in between ignoring me, from her work email address...) and that someone by the name of Ingrid was following up for me.

I responded to her telling her that I am not her colleague and therefore who is in and out of work is not my concern, I just want my money.

She ignored this email and during the second half of the same day I emailed her again for feedback.

I have still not been contacted.

I am under the impression that MBD has been doing this to people for a long time, judging by previous online articles and HelloPeter reviews. They are ignoring me hoping that I will give up and forfeit my money, after first attempting to make me believe that I am not legally entitled to my money, to then sending me refund forms and assuring me that the money will be refunded.

The fact is, that I am legally entitled to my money and this seems to be the Modus Operandi of this type company. My account has been overpaid, yes by me, however I was never notified that it was paid up. MBD closed off the account with Virgin Active and continued to accept my money,with the accounts department not questioning where the surplus of money was coming from. Do MBD not get audited?