******** Harassment and Failure to Acknowledge Cancellation

Urgent Complaint To: Planet Fitness Head Office, Montana Branch, Landau Attorneys

Dear Sir/Madam,

I am writing to formally address the ongoing harassment I have been experiencing from Planet Fitness regarding an alleged outstanding account, despite the fact that I cancelled my membership over four years ago. Despite numerous communications with your head office and Montana branch, I have yet to receive any concrete proof or documentation justifying your claims.

I have requested multiple times for proof of the cancellation email that your representatives claim to have sent me, so that I can be assured that my membership is indeed cancelled. To date, no one has provided such proof, despite repeated assurances that it would be sent. I also asked for any communication that they have claim to send me after being on the phone with the representative of head office, confirming my email address, but I am still waiting. Furthermore, I recently received a letter of demand from Landau Attorneys, which is completely unjustified given that an agent from your Montana branch recently confirmed that my name is clear in your records and to smooth things over, but when I join they will just write off my old debt!!!

To make matters worse, on January 2024, I was informed that I allegedly owe R17,492.84. Shortly thereafter, on 24 March 2024, I received an SMS stating that this was an error due to a system glitch and that I should disregard it. However, on 29 March 2025, I received a letter of demand from Landau Attorneys claiming I owe R15,621.46. This drastic fluctuation in the alleged outstanding amount, coupled with conflicting communications, is both ********* and unacceptable.

This situation has caused me undue distress, particularly as I initially cancelled my membership due to medical reasons, following a miscarriage and a subsequent high-risk pregnancy. It is deeply concerning that I am being threatened with legal action despite my legitimate cancellation and despite Planet Fitness’ failure to maintain proper records.

Under the Consumer Protection Act, 2008 (CPA) of South Africa, I have the right to fair and honest dealings, and your failure to provide transparency in your contractual obligations amounts to ********* business practice. Specifically:

Section 14 of the CPA outlines that consumers have the right to cancel fixed-term agreements upon notice, and service providers must acknowledge such cancellations and cease billing accordingly.

Section 41 of the CPA prohibits false, misleading, or deceptive representations, which appears to be happening in my case due to conflicting statements from different Planet Fitness representatives.

Section 19 and 54 of the CPA state that consumers have the right to demand proper service and documentation related to their transactions, which you have failed to provide despite multiple requests.

I hereby demand the following actions be taken immediately:

Immediate confirmation in writing that my account is closed with a zero balance.

A formal letter from Planet Fitness and Landau Attorneys stating that all collections and legal actions have been ceased.

A copy of any and all records you claim to have regarding my membership, including call recordings, cancellation requests, and email communications.

A formal apology acknowledging the stress and inconvenience caused.

Failure to comply with these demands within seven (7) business days from the date of this email will leave me no choice but to escalate this matter to the National Consumer Commission (NCC), the Consumer Goods and Services Ombudsman (CGSO), and the relevant legal authorities. Additionally, I will consider exposing this ********* practice to consumer advocacy groups and social media platforms.

I expect immediate resolution of this matter and a formal written response within the specified timeframe.

Yours sincerely, Yolandi