Rude Staff Member, Harassment, and Contradictory Information Regarding My Cancellation

I am extremely disappointed with my recent experience with Planet Fitness and the way I have been treated by a member of the finance team.

On 8 June at approximately 13:15, I received a call from ***. The caller did not properly identify herself, her department, or the reason for the call before demanding that I confirm my ID number. As a customer, I believe it is reasonable to expect someone requesting personal information to first identify themselves and explain the purpose of the call.

When I questioned this, the caller became rude and condescending. She made a comment implying that if I did not provide the information she was requesting, I would continue receiving calls. I responded that I would simply block the number if necessary.

Immediately after this interaction, I contacted Planet Fitness on *** and was transferred to the cancellation department. I spoke to a very professional and helpful consultant whose name I unfortunately cannot remember. She assisted me with cancelling my membership and advised me that my cancellation fee would be R657.80. I asked how payment should be made and was informed that the amount could simply be debited from my account on 25 June, as Planet Fitness already debits my monthly membership fees from the same account. I accepted this arrangement and considered the matter resolved.

However, on 9 June at approximately 13:15, I received another call from the same number ***) and what appeared to be the same consultant. Once again, she attempted to obtain my personal information without properly identifying herself or explaining the purpose of her call. I informed her that she had been rude during our previous interaction and that she was being rude again.

To make matters easier, I advised her that I had already cancelled my membership and that there was no need to continue contacting me, especially after she had imp**** that I would keep receiving calls. Her response was that the cancellation department and finance department are separate departments. At that point, I ended the call because I was no longer willing to engage with someone who was consistently unprofessional and discourteous.

Shortly after that call, I received an SMS demanding immediate payment for my cancellation. What concerned me was that the amount reflected in the SMS was significantly higher than the R657.80 I had been quoted and agreed to with the cancellation department.

To clarify the situation, I contacted Planet Fitness again on *** and spoke to a consultant named Njabulo in the cancellation department. He confirmed that my cancellation fee remains R657.80 and reiterated that if I do not make payment immediately, the amount will simply be debited from my account on 25 June, exactly as the previous consultant had advised.

The entire experience has been frustrating and unnecessary. Between the rude and condescending conduct from the consultant, the repeated calls, the requests for personal information without proper identification, the contradictory information provided by different departments, and the SMS demanding a substantially higher amount than what I was quoted, I have been left questioning the professionalism and internal communication standards at Planet Fitness.

What should have been a simple cancellation process turned into an unpleasant experience that left me feeling harassed, confused, and completely dissatisfied with the level of service I received.