PATHETIC SERVICE

I AM BEYOND DISGUSTED WITH HOW YOU ARE HANDLING THE PROCESS OF CANCELLING MY MEMBERSHIP. I JOINED PLANET FITNESS ROSEBANK ON 2017 AUGUST WHICH WAS FOR 2 YEARS, IN SEPTEMBER 2017 MY MEMBERSHIP WAS THEN CONVERTED TO SANLAM AND THE CONTRACT WAS NEVER PROCESSED. I HAVE MADE SEVERAL FOLLOW UPS REGARDING THE NEW CONTRACT AND IN NOVEMBER 2017 IT WAS DECIDED THAT I SIGN A NEW CONTRACT UNDER SANLAM. LAST YEAR SEPTEMBER(2019) I HEARD THAT THE GYM IN ROSEBANK WAS CLOSING DOWN, I RECEIVED NO COMMUNICATION ABOUT THESE CHANGES. I THEN ENQUIRED WITH YOUR CLIENT SERVICES DEPARTMENT, I WAS ASSISTED BY THANITH PINAAR WHO CONFIRMED THAT INDEED THE BRANCH WAS MOVING TO WANDERERS. I REQUESTED CANCELLATION AND WAS GIVEN REF NUMBER : PF***. I WAS THEN ADVISED THAT CANCELLATION FEE WAS R410.00 .ON THE 5TH OCTOBER 2019 I RECEIVED AN EMAIL CONFIRMATION THAT MY QUERY HAS BEEN CLOSED, THE SAME EMAIL WAS SENT ON THE 26TH OCTOBER 2019. I WAS SURPRISED TO SEE MY ACCOUNT BEING DEBITED WITH R600.00 BUT I THEN ASSUMED ITS THE FINAL DEBIT INCLUDING THE CANCELLATION FEE. THE FOLLOWING MONTH THE SAME AMOUNT WAS DEBITED, I AGAIN CALLED AND ZANDILE MZIMBA ADVISED THAT MY ACCOUNT WAS NOT CLOSED, THIS WAS SURPRISING AS YOU SENT THE CONFIRMATION EMAIL THE PREVIOUS MONTH THAT THE QUERY HAS BEEN CLOSED. I ESCALATED THE MATTER AND SHE ADVISED THAT LEBOHANG MOSIKARA WAS TO CALL ME TO CLARIFY THE MATTER BUT TO DATE NO ONE HAS BOTHERED. AS IRRITATING AS IT IS TO KEEP ON FOLLOWING UP ON THE MATTER, TODAY I CALLED,AGAIN AND THIS TIME SPOKE TO SIYABONGA NKOANYANE WHO BODLY TOLD ME THAT IF I WANT THE MEMBERSHIP CANCELLED I MUST PAR R2287!!!!!!!!!!WHEN I QUESTION WHY THE AMOUNT HAS INCREASED SO DRASTICLY, SHE SIMPLY SAID THAT IT IS THE NEW YEAR AND PRICES HAVE CHANGED. AGAIN I REQUESTED TO SPEAK TO A SENIOR INDIVIDUAL I WAS TOLD THAT THEY ARE ALL BUSY AND NO ONE CAN TAKE MY CALL. WHEN I ASKED FOR CONTACT NUMBERS FOR THE COMPLAINTS DEPARTMENT SHE TELLS ME TO SEND AN EMAIL AS SHE HAS NO CLUE WHAT THE NUMBER IS. THIS IS BEYOND EXHAUSTING AS FIRSTLY NO COMMUNICATION WAS SENT TO ME ABOUT THE CHANGES AND NOW I NEED TO FOLLOW UP LIKE A NAGGING GIRLFRIEND!! THIS WAS NOT DISCUSSED WITH ME AND YOU WILL NOT TELL ME ABOUT THE FINE PRINT OF THE CONTRACT AS YOU MOVED AND I WAS NOT INFORMED IN ADVANCE. I WILL NOT PAY ANY FEES AND SOMEONE BETTER CALL ME TO SORT THIS MATTER OUT. I SEE NO POINT IN YOU HAVING A CLIENT SERVICE DEPARTMENT OF THEY ARE NOT BEING TRAINED ON RESOLVING CLIENT ISSUES AND KEEPING US INFORMED. KINDLY CANCEL THE CONTRACT AND REFUND ALL MONIES DUE TO ME. IF IT MEANS TAKING THIS FURTHER , I WILL AS THIS HAS BEEN GOING ON FOR TOO LONG. MY CONTACT DETAILS ARE *** -ITUMELENG KALI