***** @ Virgin Active supported by their Management

I am writing to bring a matter of utmost concern to the public regarding Virgin Active Gym, specifically an incident involving *****ulent activity orchestrated by one of their staff members.

In June 2023, it was discovered that a staff member ************ly canceled a Legacy Membership with the apparent intention of claiming a commission and persuading us to purchase a new membership. This is not only an egregious breach of trust but also a violation of the principles that Virgin Active should pride itself on.

I am deeply disappointed and shocked that such actions could occur within Virgin Active. This not only tarnishes their reputation but also places a significant burden on their loyal customers who expect transparency and honesty. Being a long-time member, this situation is appalling, to say the least. Is this how Virgin Active treats their loyal customers?

For almost a year, we have endured the hopelessness and incompetence of Virgin Active staff members who have failed to resolve this issue satisfactorily. We have approached the head office, who advised us to reduce everything to writing to their "Management," but even this proved fruitless. We demand an immediate and thorough investigation into this matter. We expect a prompt resolution, including the reinstatement of the Legacy Membership without any additional charges or inconveniences. Escalating this issue to management and multiple head office staff has only resulted in empty promises. Additionally, the staff members at VA Lenasia make us feel like ********s every time we enter, forcing us to explain the entire story repeatedly before allowing us to enter the gym.

To prove the incompetence of the staff, here is the VA Contract number in question (***) that we had to obtain ourselves. Additionally, appropriate disciplinary actions should be taken against the staff member involved to ensure that such *****ulent activities are prevented in the future. The membership card was taken, likely to ensure we have no trace of the membership.

Our experience with Virgin Active has been marred by this incident, and we trust that they will take swift and decisive action to rectify the situation. We look forward to a prompt response and resolution of this matter.

We have calls, WhatsApp conversations, and emails to prove our side of the story. The issue was temporarily resolved, but since March 2024, we are back to square one with the club manager failing to revert to us or resolve the issue. We are now once again being forced to take out a new contract even though the member only turns 18 in October 2024. Virgin Active has been trying to convince us to take out a contract based on ***** committed by their own staff but are protecting him at all costs.

Our patience and trust in Virgin Active have been severely tested, and we expect immediate action to resolve this matter but are at a loss as to where to go next as I have attempted to email Richard Branson as well with no success.