Urgent: Incorrect Debit Order and Refund Request

Background & Contract Details: I signed up at the new Planet Fitness, Ferndale on Republic gym at the end of November 2025. I was assisted by Martin, who helped complete the application forms. I signed a contract confirming a monthly debit order of R250, to be debited on the 25th of each month, as I am a Vitality member.

During my discussion with Martin, I was clearly advised that, due to the promotional special running at the time, my first debit order would only be processed on 25 January 2026. This is the agreement I accepted and signed.

Incorrect SMS Notification: On Saturday, 20 December, I received an SMS from Planet Fitness indicating that my account would be debited on 24 December. I found this concerning, as it did not align with what was agreed.

Telephonic Confirmation: On the morning of 24 December, I contacted the Planet Fitness accounts team at the Ferndale on Republic branch to seek clarity. The consultant confirmed, on a recorded line, that my account would not be debited in December and that the first debit would only take place on 25 January 2026. She further apologised for the SMS and stated that it was sent in error and was not applicable to my account.

Incorrect Debit & Amount: Despite this confirmation, I woke up this morning to find that my account had already been debited by Planet Fitness, with the reference GYMFEES. Not only was the debit processed in the wrong month, but the amount debited was R700, which is not the amount stipulated in the contract I signed.

Urgent Resolution Required: Please investigate this matter as a priority and arrange for a full refund of the incorrect debit to be paid back into my account before 1 January 2026, as I rely on these funds to meet other scheduled debit orders.

I trust this will be resolved urgently and look forward to your prompt confirmation.