Bad customer service

1. In May 2025 I called in to cancel my membership, the agent advised me to rather pause the membership instead of cancelling. It made sense as I knew I would want to use virgin active after winter .

To my suprise on the 1st of Sep a debit order went off my account , called virgin active and I was advised that’s the monthly fee for pausing my account and they have been deducting from my available balance.

1.1 this was never communicated to me , because otherwise I would have cancelled my membership. 1.2 called in and requested for the call recording , I was advised to go to the club and when I got there , no recording was sent through. 1.3 I followed up and was advised they will get back to me and no one ever bothered to call me back.

Today I called again following up , now the lady is explaining a lot of things I was not aware of .

I am unhappy with the service rendered to me , not sure if customer service is a thing or not , and why are we not given information so we make informed decisions.

Please can this mess be fixed, I want my money back, I want all these R +_75 to be used against the cancellation fee and I am willing to pay the difference.

My membership is not active and I am told I will be charged R100 and can still go to the gym.

I want nothing to do with virgin active. Even today 22 days later no proper feedback, no call recordings , no consistency.