Planet Fitness Brackenfell – Request for assistance with cancellation dispute

I joined Planet Fitness Brackenfell on 20 October 2024. The sales consultant explained that I would qualify for the Sanlam Benefit and that once my Sanlam registration was completed, my benefit would be activated and I would receive the discounted rate.

At no stage did the sales consultant tell me that I needed to come into the club personally to complete the activation. He also told me that although there was normally an activation fee, I should not worry because there were often specials. I have voice notes confirming this.

When the benefit was still not activated, I spoke to the Sales Manager. He confirmed in a voice note that he would activate the Sanlam benefit for me and that he had already submitted a request to head office for a reversal of incorrect charges. In person, he also told me that there was a 2-day special during which no activation fee would be charged.

Unfortunately, these actions were never completed and I continued to be billed incorrectly.

My membership has now been cancelled and the matter is under investigation (references PFQ-594779and PFQ-595285). However, I have been informed that a cancellation fee has already been submitted for debit, even though the dispute is still unresolved.

I am not trying to avoid responsibility. I simply want the situation resolved fairly, as the problem arose from incorrect information and undertakings from Planet Fitness staff that were not implemented.

I am requesting assistance with the following:

1. Review and waiver of the cancellation fee in light of the above 2. Reversal of incorrect debits already processed 3. Confirmation that no debits will be processed while the investigation is ongoing

I am happy to provide the relevant voice notes and email correspondence.

Thank you for your assistance.