Bad Attitude and Nonresponse

I pay for my family at Virgin Active Parklands, Cape Town. I am not a member as there is no Virgin Active where I stay. Just over R530 is deducted from my account every month. At the end of November 2017 about R1222 was deducted from my account. At the beginning of December I asked my wife to go enquire, she came back not satisfied as the consultant, Sheliek, was not sure. My wife then emailed Ashley, one of the managers, he never responded till today.

She kept going back to the gym without getting clarity. I even called from Eastern Cape, I spoke to Pumeza at Virgin Active, Parklands. She said, my son's premium has increased and she was not sure why. She asked me to call head office. Head office said my son had reached 18 so he pays adult premium, I said but we are all in Vitality he is supposed then to pay an adult fee under Vitality, he said he need to pay a joining of R1800 to fall under Vitality. I asked the guy I spoke to cancel the contract, he said my wife need to go cancel at the gym.

My wife went to gym and met a consultant by the name of Cyl, he promised to investigate the matter and call back the following day, he never called. My wife went back again after few days, Cyl was not at the work, she was given his number, she then whatsapp him. He promised to look at the matter and probably will reverse the overcharge, and he was going to call the following day and he did not.

After I came home for holidays, on 22 December I decided to go with my wife to hear the story for myself, Cyl and Sheliek attended us they re-looked for reasons, and still not sure why we were charged so much and how to get out it. When we further complained Sheliek said there is nothing that can be, we rather pay 40% of remaining contract period to cancel, continue paying a higher premium or we downgrade my son's membership, other than that there is nothing that can be done or our account will be handed over to debt collectors if we do not pay. Sheliek had a bad attitude towards us, Cyl tried to calm him down. Cyl took our email so that he would send us his email address so that we could forward him the email we sent to Ashley so that she could see if he could help resolve the matter. I asked to be given the cell number of the manager, Taz, Cyl said we rather deal with him. Cyl promised to ask Taz to call us when he came to work in the afternoon, we received no email from Cyl and no call from Taz until today.

What we getting is really a bad service, with the attitude that pay if you do not pay we will hand you over to debt collectors and you will be blacklisted.