Cancelled Gym membership

Good day Sir/ Madam

I wish to complain about Virgin Active's Account department. When I first learned of this problem, I contacted your call center to get the issue fixed. I cancelled the gym membership in May 2023 with the help of Woshika/Washika, one of your agents. On the 2nd of June 2023, she did a follow-up, and Sanele said the membership was supposed to be canceled on the 19th of May of that year.

On the 19th of June 2023, I called the call center to find out if the refund was processed, and Dineo said she couldn't answer me. However, l had to send an email to get the response.

Please see the response received via email below: Thank you for reaching out to the Virgin Active Customer Service Team. One of our team members will be in touch soon. Depending on our current volumes, we aim to respond to you within 24 business hours.

Finally, we received the refund; however, we recently got a shocking message sent via SMS. It reads, "Your VIRGIN ACTIVE acc has been handed over to MBD for collections. " They are now making it seem as if the account is in arrears when, in fact, it was cancelled six months ago.

In conclusion, I hope to hear from you soon about the account.

To resolve this problem, I would like you to contact me on the following number - *** anytime from 8 am to 4 pm.