Formal Complaint and Escalation: Unauthorized Reinstatement of Membership and Incorrect Outstanding Balance

Dear Complaints Escalations Team, I am writing to formally escalate my complaint regarding the incorrect outstanding balance of R15,000 currently reflected on my Planet Fitness account. Despite repeatedly providing evidence and requesting a proper investigation, I have received dismissive responses and the matter remains unresolved. Timeline of Events 15 May 2023 • I received communication from Planet Fitness confirming that my membership account reflected an outstanding balance of R520.00 under reference number PF***. • I was instructed to make payment via EFT and submit proof of payment. May 2023 • I paid the outstanding amount of R520.00 and submitted proof of payment as requested. • This payment is reflected on Planet Fitness records and statements. Following the payment • My membership cancellation was processed. • At no stage did I request that the membership be reinstated. Subsequent correspondence from Planet Fitness • I was informed via WhatsApp that Planet Fitness had reinstated my membership because Sanlam allegedly advised that my cancellation had been “incorrect.” • I did not authorize, request, or consent to the reinstatement of my membership. • No documentation or agreement was provided to me authorizing such reinstatement. Current position • I have now received confirmation that my membership has once again been cancelled. • However, Planet Fitness is claiming that I owe an outstanding balance of approximately R15,000, which appears to have accumulated as a result of the unauthorized reinstatement. Grounds for My Complaint I dispute this balance in its entirety because: 1. I requested cancellation of my membership. 2. The outstanding amount of R520.00 was paid in full. 3. Proof of payment was provided. 4. Planet Fitness reinstated my membership without my consent. 5. I should not be held liable for charges arising from an administrative action that I neither requested nor approved. 6. My attempts to resolve the matter directly have not been addressed adequately despite the evidence supp****. Resolution Requested I request the following: • A full investigation into the reinstatement of my membership. • Written confirmation of who instructed the reinstatement and the contractual basis for doing so. • The removal of all charges raised after my original cancellation and payment of the R520 outstanding amount. • Correction of my account balance to nil. • Written confirmation that my membership has been terminated with no outstanding balance owing. Should this matter not be resolved within 7 business days, I will escalate my complaint to the Consumer Goods and Services Ombud (CGSO) at *** and, if necessary, the National Consumer Commission (NCC), together with all supporting documentation, including proof of payment, cancellation records, correspondence, and screenshots confirming the unauthorized reinstatement. I trust that this matter will receive the urgent attention it deserves. Kind regards, Reference Number: PF***