Disappointing Customer Service

I am utterly disappointed by the poor customer service from Virgin Active which seems to be on a decline. Being a long-standing gym member, I have been accustomed to using the Virgin active app actively without glitches .

Much to my disappointment, after my workout yesterday (09 September 2024), I was ready to scan out, when my virgin active app just refused to work. After chatting with the front desk, I was informed that the Virgin Active app has been changed /upgraded and that the previous version will not work anymore. (No prior communication or notice of such was forthcoming)

After some time at the front desk, I was finally able to load a new app but was unable to scan out of the gym by the time I had the app change sorted (which was after the gym closure time).

I then realised that my Virgin Active rewards were lost and I enquired about this, only to be informed that the app has changed and whatever you had accumulated/earned is lost. I find this totally inconsiderate to the client/ member, since there was no warning of such a change (loss of rewards) on the app/ SMS/ mail.

To top it off, I tried calling the Virgin Active head office line several times already and the line is just constantly transferred or you are placed on hold. A further concern is the fact that my training sessions at the Waterfall branch don't seem to be pulling through coupled with the left field App change.