Appalling Treatment By General Manager

15 December 2020 I had a horrific experience. I called in 14 December to switch my membership from Boksburg to Kimberley Virgin Active the agent then said all virgin actives are open and I am allowed access 3x only without my tag which I know only works at our branch and I needed to get a card. I peacefully went to gym and back home. However the following morning 06H30 made my way to the gym just to be tormented, interrogated and embarrassed by a certain staff member named Ronel.

When I got there I requested to make a card I gave her my credentials and what do you know she says I am not a member of their branch I explained yes that I know and explained to her that I had called into the call centre and I was advised that all Virgin's has been open for all their members across the country(I must say applaud Virgin on this initiative). Ronel further stated and argued with me saying no she cannot let me in as that promotion only starts the following day(16 December 2020) and I am like but I could enter yesterday with no hassles now that I want make a card I am getting all this nonsense. Calmly I asked her to please call the call centre in order to have the matter resolved then she said the call centre would still be closed at the time(+-06H47). Then I said ok I will come back later then we call and sort it out. Ronel then turned around stating she can let me in but not without an access card (by the way at this point she was checking on the pc if what I was saying is true and prob saw it is true but she did not even bother apologising and continue as if nothing wrong my time has already been wasted) so I then take out the cash she then advised they do not accept cash I explained I am with my sisters car and not mine so my wallet and things I through back in the car when I took the cash out. She utterly refused to let me in I explained to her that I was advised that I may enter 3 times consecutively before I get blocked and must get an access card. She still refused I had to go back home and fetch my card drive back to gym and swipe for the access card already over 30 mins wasted but fine. I get back swipe the card still no apology for the inconvenience caused whatsoever. I enter the gym start on the treadmill next to me was a lady(gym member) on treadmill seeking advise from virgin staff members and receiving a bit of advise the same Ronel person tells the lady receiving the advise to lift up her mask very abruptly. The music was loud that morning in the gym that you struggle to hear anybody now imagine trying to listen to someone speaking through the mask in that loud noise. She had full right to ask the lady to put her mask on properly. There are people gathering on the one end of the gym talking without masks on she does not go there and tell them the same thing that is the problem I had with that and yes they were of the same race as her and we not.

I called the call centre back to complain just to find out that she is the General Manager of the Branch I then asked the consultant to cc me in when she sends the complaint mail up till today I am still waiting. I also discovered from the consultant that she could have processed a debit through my account instead of me leaving to go fetch my card this is what infuriated me even more and realised that this Ronel lady actual has racial issues there is no way that you can let a customer go through all that because of being misinformed etc she is the GM how could you not know and advise the member correctly. I went to go look on the wall my numbers could be incorrect out of 7 I do not know if they are personal trainers or what but 6 are the same race as her. Virgin Active I plead to you there is no way that out of the entire Kimberley there no personal trainers that is of a different race from Ronel please do urgent investigation. I am thus cancelling my membership as well after that ordeal. Please also find out from the consultant I complained to first where the so-called complaint is she even said there is not much need for me to send a complaint via email as she will do it on my behalf. I asked her to cc me in and Ronel's boss she said she could not she first has to address the matter with Ronel.