*****

Formal Complaint Regarding Service Issues at Virgin Active Moreleta Branch and Head Office

I am writing to formally lodge a complaint regarding the unacceptable service my family and I have received from Virgin Active, both at the Moreleta branch and from the head office. We have been members for over three months and have experienced multiple issues that have yet to be resolved.

1. **Overcharging and Incorrect Fees**: Our accounts have been overcharged, and we were billed twice for the activation fee. Despite promises of discounts, these have not been app**** to our account.

2. **Unfulfilled Membership Promises**: We have not received the membership bags that were promised upon signing up.

3. **Lack of Response and Resolution**: Despite escalating our issues from the sales representative to branch management, our complaints have been ignored. We have not received our refunds, our bags, or any rectification of our account discrepancies.

4. **Impact on Vitality Program**: Due to these ongoing issues, we have lost out on discounts and rewards from our Vitality program. This is highly disheartening, as it seems nobody cares to investigate or follow up on our complaints.

We request the following actions to rectify this situation:

- A full refund of the overcharged amounts, including the double-charged activation fee. - Application of all promised discounts and compensation for the lost Vitality rewards for the past months. - Immediate provision of the promised membership bags.

We expect these issues to be resolved promptly and look forward to your swift response. This experience has been extremely disappointing and does not reflect the professional standards we expected from Virgin Active.

Thank you for your immediate attention to this matter.