********* business practices

I recently signed up for a three-month promotional membership at Virgin Active Alice Lane, offered at a discounted rate. During the sign-up process, the sales representative clearly informed me that I needed to cancel before the end of the third month to avoid being charged an additional R1,700.

Ahead of this deadline, I attempted to cancel my subscription, only to be told by a call center representative that I would only be able to downgrade after the 8th of April. Following this instruction in good faith, I waited—yet on the 2nd of April, my account was debited R1,700, which I neither expected nor agreed to. This debit was both premature and unjustified.

I find the conduct of the company to be *********, particularly given that I acted based on the information provided by Virgin Active's own staff. It is unacceptable to mislead customers during cancellation, especially after making the process intentionally difficult to navigate.

I have requested an immediate downgrade, as I have no intention of continuing with the Alice Lane membership. Should this issue be remedied, I will run down the remainder of my contract and then take my business elsewhere. I will be seeking membership at another gym that values transparency and customer service.