Incorrect Debit Order / Over charing

My husband and I joined Planet Fitness Fourways Mall in August 2025 (just before the club opened) and we both signed up on the same day with the same two agents. We were placed on the Gym Swap and Discovery Vitality benefit, and we provided the team with our Vitality details upfront, as the intention was that once the 3month Gym Swap period ended, our memberships would transition to the Discovery Vitality discounted rate (mine should be R324). The initial R99 per month debit for the Gym Swap period was processed correctly.

However, after the Gym Swap period ended, my account was not linked correctly to my Vitality, and I began being charged the full membership fee of R1,149, despite qualifying for the Vitality benefit from November.

When I tried to resolve this in December, I was advised that they can see that my Vitality is not linked hence the large amount being debited and was advised to wait for the agent who signed me up, as he was on leave, and he was to return in January. In January, I was advised by my agent to reverse the debit order via my bank. I requested my bank to reverse both the November and December debit orders. My bank advised that December debit orders could be reversed, but that the November reversal might be rejected because more than 30 days had passed. December amounts were successfully reversed, but November was not.

After doing this, I was then told by the agent that I must pay an activation fee of R799 for the Vitality benefit to be app****.

This is particularly frustrating because: • At signup, we recalled that the activation fees would be waived • My husband did not pay an activation fee, and his Vitality benefit was linked correctly • I paid the activation fee last week (R799), and I am still being told I will be debited R1,149 for January, and only receive the Vitality benefit from February……..

To make matters worse, in December I was charged double, including a levy fee, which was never clearly explained or agreed to. I have also received an SMS stating I “owe” Planet Fitness the reversed debit order amount, even though this reversal was done based on staff instruction.

I also contacted Planet Fitness customer support, who investigated and advised that I should have come into the club after the 3-month Gym Swap period to “activate” my Vitality benefit. This requirement was never communicated to me at signup, and it does not align with how my husband’s membership was processed, he did not return to the club to activate anything, and his Vitality benefit was linked correctly without paying an activation fee.

The club staff are friendly and genuinely tried to help, but this appears to be an admin/human error that cannot be resolved at club level , and I have been expected to carry the financial impact of this. At this point, I have effectively paid the equivalent of more than a year’s gym fees, which is unreasonable and unfair!! If January debit goes off then i would have paid over R4500 in fees...!

I cannot be held liable for Planet Fitness’s internal admin/system error. The billing should reflect the benefit I requested to be signed up for, especially since my husband’s membership was processed correctly.

I am requesting urgent resolution: 1. Refund / credit the November overcharged amount (and any future incorrect charges) 2. Remove any penalties, “amount due”, or outstanding balances caused by incorrect billing and staff advice 3. Provide written confirmation that my account is correctly linked to Vitality and that the correct discounted rate will apply going forward

I would appreciate this being escalated and resolved urgently.

Thank you.