Poor service

Good day

Me and my husband joined planet fitness (Roodepoort) on the 25th May. We are not happy with the service received.

What happened: * 25th May: Agent told us it will be R500 each joining fee and R250 each monthly fee. We gave all the information through WhatsApp to her and debit order must be on the 1st. * 26th May: We went to the gym, signed and paid the joining fee of R500 each, plus the token fee. * 27th May: I called Vitality and informed the agent that our vitality will be released on 31st May * 30th May: The agent asked to come in again to sign paperwork. We did and as far it was my understanding it was the vitality switch. * 25th June: You deducted R1000 (R500 x 2). It should have been only R500 in total and was done on wrong date. I asked the agent why and she informed me she will check the next morning. * 30th June: The agent asked us to come and see her. First she told us vitality is not showing. I showed her the WhatsApp that it was released end May. When she checked again it was there. Then we signed again for the debit order date to be corrected. She told us all is sorted and the additional R500 that was debited is a positive on our account. * 1st July: You debited again another R500 (R250 x 2) * 5th July: I contacted the agent again through WhatsApp and asked for the managers contact details. She did not give it to me and only shared the incident is logged

14th July: Went to the gym and access was denied to the gym. I asked for the manager and a young lady in the front stated she is the manager on the shift. She promised me she will sort it out. 1st Aug: You debited R1500. It should have been only R500.

Summary * paid the R1000 joining fee * debited R1000 on 25th June * debited R500 on 1st July * debited R1500 on 1st Aug

It should have been: * pay R1000 joining fee * debit R500 on 1st July * debit R500 on 1st Aug

Also take note we tried to call the support number multiple times. Every time the call ended due to some system issues from your side.

I need this resolved please and if not by next week Thursday I will report you to the ombudsman.