********* Customer Service

I would like to express my displeasure and disappointment with the type of service received from Virgin Active gym after being a member for more than 20 years. I extended and signed a new 12 month gym membership in March 2022 until February 2023. My monthly payments were deducted directly from my account every end of the month. After my contract expired in March 2023 they stopped the debit order as I needed to sign up again if I wanted to commence or renew my contract. Since than I have not renewed my contract and never used the gym. I have recent received phone calls from some collections company who confirm that Virgin Active have handed my account over to them. As far as I know my account was up to date and there were no outstanding payments. I decided to give Virgin Active a call to get clarity on the matter and all they told me was that I am liable to pay the outstanding amount because I am supposed to call them and cancel my contract after it expired. They usually called me in the past to formally setup an appointment to renew my contract but this this around it was different. My concern is that they stop their debit order knowingly that my contract has come to an end but I was not aware that they were still billing me monthly on their systems without me utilizing their facilities. To top it all off, no one took the courtesy to call me or email me to inform me that I have a payment in areas. I am honestly lost and don't know what to do. Can someone please advice