Concern Regarding Membership Downgrade Policy

Dear Virgin Active Team,

I am writing to express my disappointment regarding your membership policy and recent customer service experience.

I joined Virgin Active on the 28th of October under a national membership plan. However, after only a few days (by the 3rd Nov), I requested to downgrade to a club-only membership. I was informed that the only option was to cancel the contract outright at a cost of R5,000 instead of allowing a simple downgrade.

I believe this approach is unfair and prioritizes revenue over customer satisfaction. As a new member still within the first week of joining, it feels unreasonable to be denied a downgrade and asked to pay a large cancellation fee instead.

I respectfully request that this be reviewed and that a downgrade be granted. I would appreciate your support in resolving this matter in a way that reflects fairness and your commitment to customer care.

Kind regards, Kagiso