Broken Promises & Ongoing Billing Issues – Still No Refund!

I am extremely disappointed with Virgin Active and the way they’ve handled my account. I was explicitly told via email that my membership would be frozen for March 2025, and that no debit would be processed for April due to an overcharge that was already credited back to my account.

Despite this, my account was still debited on the 1st of April. Since then, I’ve spoken to SIX different customer service agents — all of whom gave me conflicting information, made empty promises, and assured me I would receive a refund or at least an update. It’s now the 14th of April and I still haven’t received my refund or a single follow-up.

This is completely unacceptable for a company of Virgin Active’s stature. I’ve wasted my time, energy, and trust dealing with this mess. I expect my money to be refunded immediately and a proper explanation for this continued mismanagement