Disgusting service from Bryanston Virgin branch manager

I’m disappointed and horrified by the terrible service and ********** attitude of both the manager (KG) and another staff member (Zinhle) at the Bryanston Virgin Active branch.

After receiving zero communication that my account is in arrears due to an accidentally app**** discount and then reversal from their end (which they still cannot explain), their lack of effort and hostile approach in resolving the matter has left me reconsidering my 14-year long loyalty to the brand.

Yesterday, when I was informed of the situation for the first time, I requested a print-out of my statement, which I never received. Today I then had to undergo the same embarrassment, but this time I was informed (by KG) that the responsibility to speak to head office (to get answers) is mine. She made zero effort and immediately turned me away, STILL with no print-out or statement as requested twice now.

Instead of assisting and accommodating someone who used to gym at this branch almost every day of the week for years (and who has NOT ONCE missed a debit order), I was humiliated as this rude, power-hungry “manager” refused me access.

The change in the amount debited was due to a mistake on their side, and although mistakes happen, it needs to be communicated. How does one settle an account that’s in arrears IF ONE IS NOT INFORMED THEREOF?

I would have expected better customer service from a brand who is facing ever-increasing competition from much more convenient and affordable alternatives on the growing online fitness market.

Perhaps it’s time - after 14 years or more - to abort this sinking ship.