Poor discriminatory service

I've been a member of Planet Fitness for over 6 years. I terminated my account in order to rejoin on a new contract (April 2021). I was told by the sales consultant in Waterkloof that i'll be paying R299 + a black tag amount of R150 for a duration of 6 months. Since the contract inception, there were different monthly membership fee amounts that where deducted from my bank account and every time i would enquire about this i would be told that this would be rectified the following month.

I subsequently complained to the branch manager as advised by the call center. The manager advised me that they will enquire with head office on my behalf and that i can use the facilities as this was a matter between them & head office. The following month the R299 amount was deducted from my account and i assumed that all was in order. Three months later there was new management, as i was entering the gym i was informed that my account was in arrears and that the manager will investigate. The manager went further to advise that this matter was never investigated and that this would be the first time. He also added that i will have access until the matter was concluded. At this time the R299 was still being deducted from my bank account. About three months later i got an email stating that the discounted settlement amount of R1 246 was payable to settle my account in full and which i paid and sent the relevant proof to their customer service rep.

Following the above payment, a few weeks later as i entered the gym, the new manager was called to inform me that i was unable to gain access to the gym anymore. I explained to him from the beginning and provided him with proof supporting my claim. He said that he will investigate and get back to me. And that i can only come back to gym once investigation is completed and that i will not be liable for any charges while this process is still going on. Three months after the above communicate i still had not received any communication from Planet Fitness. I subsequently called the call center to enquire about the settlement and i was told that the matter had been dealt.

When i went to Menlyn to transfer my account i was told something different and that my account was never settled and that actually i'm owing for months and i can not get access into the facility.

This has become very frustrating and irritating for me as i feel that the service i'm receiving from Planet Fitness is very poor and it's bordering on ******s as i've been informed by a white counter part that they know of someone who had a similar issue which was resolved speedily and the arrear where written off. In my case its been almost two years and yet this matter has not been resolved and Planet Fitness is expecting me to pay outstanding amounts of R5k plus which i'm not liable for.

From Hazelwood member Dumisani Njezula