Bad service at Virgin active brackenfell hyper

It is with a great deal of disappointment that I have to write this to you out of frustration after so many attempts to get my problem solved, but instead I’d be promised to be called again. On the 5th of February 2018 I was at Virgin Active in Brackenfell Hyper with my husband and child to sign up for my child, and it was after I was discharged from the hospital and was given instructions by my physiothe****** to wait for some time before going back to the gym. The consultant tried to recruit me and my husband and unfortunately I explained my situation that I’ve been recently discharged from the hospital and the fact that I’ve already have a gym and work in Wellington. My gym contract at my own gym has been put on hold until such time when I'm ready health wise to go back because I had to go and explain my situation. He seemed to understand and we had to sign up for my child and was requested to put my signatures since I’d be paying my child’s gym fees and we did everything electronically. The consultant at virgin active even explained to me that R199 will be debited monthly and that moment I’m required to pay R200 joining fee of which I gave it to him immediately.

I was shocked end of the month when R444 was debited from my bank account and I personally went to them to enquire about this and I spoke to one of the guys that are working there and he told me that they have realized after I was gone that there’s a mistake that happened and they will phone me. I never received any call and decided to follow it up again, and I was attended by a lady that never introduced herself instead had an attitude towards me, but anyway I explained the whole story and fortunately the consultant was also present and I was under the impression that the lady would sit us down and hear both sides of the story. While explaining what transpired the guy was just quiet and the lady defending him and I was expecting him to defend himself or correct me if I'm lying. Instead of the lady asking the guy if what I'm saying is true, she told me that they sent me a contract via e-mails if I didn't receive I should check my junk, of which I wasn't expecting a contract since I never signed up for the gym membership. The following day I checked my junk e-mails and their contract was indeed in my junk emails. She even told me not in a friendly way that I’ll have to pay to get the contract cancelled and I must call the call centre. I asked her if I joined the gym why didn’t the consultant gave me the water bottle and the tag then because it was only given to my daughter but no one answered my question. The consultant was standing there not saying a word for himself but the lady was doing all the talking even though she doesn’t know what transpired.

I phoned the call centre again to explain the situation and was referred back to speak to either the sales manager or branch manager and I went back and spoke to the sales manager and again I explained my story. He told me that the manager will be in around twelve and they will call me, I waited for the call until today. I had to make efforts to call the call centre again last of last week and was promised that they will call me after 48 hours and I never received their call. I call again to the call centre and was told to write down what happened and e-mail it to their web admin and they will take it from there. After sending my complaint to their web admin that the only time that I received a call from the manager of virgin active brackenfell hyper and told me that he'd look at the footage but he knows that his guy is doing everything by the book and his work is always thorough. The following day when he called again he told me that he looked through the footage and when I asked him to send me a copy he then told me that they only keep it for 2 months whereas he told me that he looked through it. The manager even told me that I paid R200 joining fee for me and my child, and I was not told that it's for me and my child but was only told that it's a joining fee. He just told me that he won't fire his guy because of me, I never say anything about firing because I was just expressing myself how I was ******* into signing up for the gym membership that I didn't plan. I am pained by their treatment because the way they handled this it's as if they're hiding something or I don't have rights as a person because he told me that I can contact their legal department with the matter. I made efforts and took leave to get this matter resolved, but they would always brush me off every time I went to their company and tell me they'll phone me. It took them to hear from their call center to phone me and yet defending the consultant and treated me like a bad **** whereas their consultant was present the second time when I went to their company and told them my side of story. He stood there while the admin lady speak on his behalf while I gave an account of what transpired. If he felt I was lying he should have gave his side of story while I'm also there.

When things are like this what do I do and how do I handle a situation like this? I really regret signing up for my child at Virgin Active and I’m so disappointed at the staff of virgin active Brackenfell Hyper. It never crossed my mind that I’d be ******* to join a gym and taken an advantage like this. I feel disrespected and ****** of my own right because this is not the way how a person joins a gym it should be something you choose to do NOT *******. I wonder if this is the way they ******* some of their clients who happen to trust them because I trusted the consultant because we both agreed that I'm signing for my child. I never encountered this kind of a service in my entire life.