Contract cancellation nightmare

Virgin active is great at signing you up, but don’t try to cancel your contract, and the wheels come off! In August 2022, I cancelled my daughter’s contract and because she’s over 18, they had to obtain her authorisation to do so. She confirmed she’d like to cancel and the agent did not cancel her contract. I struggled from January 2023 to try and sort out the mess, being shoved from pillar to post and nobody got back to me. I kept calling the call centre, to visiting the Tygervalley branch and even the accounts person, Busi was completely useless! Virgin Active then handed me over to MBD attorneys for unpaid debit orders. No communication or reason as to why. Feb 2024, I asked for voice recording of the call and still nobody knew what to do. Eventually after speaking to the retention department, Yushra told me that they could not find the recording and that Virgin Active actually owed me a refund! It took me a few calls to get them to remove my name from MBD. 1 March, I was told my refund would be paid, needless to say, day 11 and still I haven’t received it. Upon calling the call centre, I was informed that the wrong amount was claimed and now I need to wait another 5-10 business days. Virgin Active, your admin is pathetic and your staff are ridiculously poor at giving feedback or even trying to find a solution. Even if I were to reconsider joining the gym in future, this awful experience has made me think twice. Be careful when you cancel your contract. Ask for confirmation emails of conversations at all times, because they will hand you over, even if they’re in the wrong and to try and reverse this is a nightmare!