Extremely Disappointed with Planet Fitness

I am honestly exhausted with all the excuses and lack of accountability from both Planet Fitness and Saya Recoveries.

I missed a few payments and was handed over to Saya Recoveries, which I completely understood and agreed to settle. I even contacted Planet Fitness myself to ask about cancellation, but after the consultant explained the process, I clearly stated that I do NOT want to cancel my membership — I will pay Saya Recoveries instead.

Shortly after, Saya Recoveries called offering me a 50% discount, which I accepted and paid in full. A week later, I tried to go to the gym only to find out that my membership had been cancelled without my request or permission. I called Planet Fitness again, and after they reviewed the call recording, the consultant confirmed that I never requested cancellation and said she would escalate the issue to management.

Today, I get told my account is “active,” yet I still owe R900 — even though I already paid the discounted amount agreed with Saya Recoveries. When I questioned this, I got a long explanation about “processes” and “escalations,” and was told to wait 72 hours for feedback. Meanwhile, I’m expected to keep paying for a service I cannot even use, all because of their internal miscommunication.

When it’s time to take our money, everything happens quickly — but when there’s an issue caused by their own system, customers are made to run around in circles. This entire experience has been frustrating and unprofessional.

I truly regret joining Planet Fitness. I just want this matter resolved and my membership restored without being charged again for mistakes I didn’t make.