e: Planet Fitness i...

Good day,

Trust you are well.

I am writing to formally raise a complaint regarding the poor service I have experienced with Planet Fitness.

For some time now, I have been attempting to get assistance with my query. I have sent multiple emails and made several calls, yet I continue to be transferred from one department to another without any resolution. This has been extremely frustrating and disappointing.

What concerns me most is that despite the lack of assistance and unresolved issues, deductions from my account continue to be processed promptly. It is unacceptable that payments are taken efficiently, while customer service and support are neglected.

I kindly request that this matter be treated with urgency and that a competent consultant be assigned to resolve my issue without further delays. Additionally, I would appreciate clear feedback and a resolution as soon as possible.

Please see below the roots cause of the complaint.

Thank you

ÿþ

From: Portia Masungwini
Sent: Friday, 27 February 2026 09:36
To: '***' <***>; '***' <***>; '***' <***>; '***' <***>
Cc: 'Customer Service' <***>; '***' <***>
Subject: Unauthorized Multiple Debits & No Response from Gym – Request for NCC Intervention

Good day, NCC

Hope you well.

I would like to formally lodge a complaint against my gym for unauthorized multiple debit orders and failure to provide feedback or resolve my matter. Based on the emails below.

Despite raising concerns directly with the gym, I have received no response or assistance. However, my bank account was debited four times in one day without explanation or my consent. This has caused me financial prejudice and distress.

Summary of the issue:

• I have one active gym contract in my name.
• A previous contract under my son’s name was supposed to be cancelled.
• My account should not be in arrears, yet I am being debited multiple times.
• I requested that my debit order date be the 28th of each month.
• No feedback or resolution has been provided by the gym.

I request the NCC’s assistance with the following:

I am available to provide any additional information required by the NCC. Kind regards,
Tseleng Portia Masungwini
ID: ***
Cell: *** ÿþ From: Portia Masungwini
Sent: Thursday, 26 February 2026 07:43
To: '***' <***>; '***' <***>
Cc: 'Customer Service' <***>; '***' <***>
Subject: RE: Arrears Urgent: Duplicate Debits, Account Holder Correction & Allocation of Payments Urgent: Good day, I am writing to express my frustration regarding the lack of communication and the unauthorized debit orders processed on my bank account today. Despite my previous attempts to resolve issues on my gym account, I have received no feedback or explanation, yet my account has been debited four times today without my consent. This is unacceptable and has caused me financial inconvenience. For clarity: • I currently have one active gym contract in my name.
• My son’s contract was meant to be cancelled and replaced with mine.
• I have already made the required payments for February month at the gym yesterday which I paid R398.00, and my account should not be in arrears.
• I requested that my debit order be processed on the 28th of each month.
• I was advised that debit orders could not be processed, yet deductions were made without notice. I request the following with immediate effect:

Please treat this matter as urgent. I expect written confirmation once resolved. Continued unauthorized debits will leave me with no option but to escalate the matter further. Kind regards,
Tseleng Portia Masungwini
ID: ***
Cell: *** From: Portia Masungwini
Sent: Thursday, 19 February 2026 13:20
To: ***
Cc: ***
Subject: RE: Arrears Urgent: Duplicate Debits, Account Holder Correction & Allocation of Payments Urgent: Good day, I trust you are well. I am writing with a heavy heart, as I believe in clear communication and this matter has been ongoing without resolution. In November 2025, I opened a gym account under my son Kabelo’s name ID *** and added myself as the debit partner. I was informed that November would be free and that deductions would start in December 2025. Because my son was busy with exams in November and at times unavailable when I wanted to attend gym, I contacted Qwamani at the gym to assist with replacing the account holder from Kabelo to myself and cancelling Kabelo’s account. Qwamani advised that this would be done with his manager and emailed me confirmation after I signed the new contract documents. However, on 24 December, two amounts of R298.00 were deducted from my bank account under the following references:

As I was only aware of one active contract, and the second contract was meant to be cancelled as part of the replacement process, I reversed one debit (PFGYMFEE ***). In January, no debit went through. When I enquired, I was advised this was because the 25th fell on a Sunday. I then requested that my account be checked and was informed that I needed to pay R318, which I paid. After making this payment, my gym access was not blocked and I continued attending. Yesterday, I called to enquire about SMS notifications stating that payments were rejected. I was informed that my account is in arrears for both December and January. This is incorrect, as I have already paid for these two months, and we are currently in February. I have also requested that deductions be processed on the 25th of each month. I kindly request the following urgently:

Please note that deductions must be processed on the agreed date from my bank account. Any incorrect deductions or system errors should not be to my financial disadvantage. I would appreciate written confirmation once this has been resolved, together with an updated statement reflecting correct allocations and balances. Kind regards,
Your Full Name Tseleng Portia Masungwini
ID Number ***
Cell Number *** from fami**** e-mail addresses. E-mail *** if you are unsure if this email is safe.