Debit Order Saga!

On 1 January when I went to the local Virgin Active at which I swim, I was informed by the experience manager on duty that I was blocked because I owed money. I was rather taken back because I have been a member of Virgin Active since its inception in South Africa and I have had a debit order since. When I asked the amount, it was indeed my debit order that was due to go off on 2 January because 1 January was a public holiday. I was let in. The next day and every subsequent day since, my status has revealed that I have been blocked because my debit order has not been generated.

It appears, as noted in a SMS I received from Virgin Active last night, that some debit orders have still to be generated this month because the company has experienced technical issues.

Prior to the SMS, it was suggested by both an experience manager at the club and a consultant in the accounts department at head office that I settle my account. If I had done so, would I have been refunded promptly when the debit order was refunded? Based on others' experiences, I doubt that would have happened. The consultant in the accounts department admitted this.

Considering that this has affected approximately 50% of members, I would like to ask the management of Virgin Active two questions:

First, why were affected members blocked? While I was let into the club, I have heard others were turned away. Furthermore, it has been rather embarrassing to have to go through the same ordeal every day. I presume I was let in because I swim at the gym six times a week. Had I gone to another gym, which I am entitled to do as I have premier membership, I may have not been let in.

The saga could have been avoided if communication was better. I am of the opinion that Head Office should have communicated the problem to all the clubs as well as members when it was evident that there was a problem. Confusion and embarrassment could have been avoided. Virgin Active, you dropped the ball!