Dishonest contracting and appalling customer service

I joined VA Pinetown in January 2018, I was then informed that they have junior care and that will covered under my monthly premium. This is the reason why I joined because they had child care facilities and I could also gym there. Fast forward to 2019 May when I have renewed my contract in Pinetown I then learnt that Virgin Active Pinetown was closing down and due to this our memberships were upgraded to premier and junior care was upgraded to club V. I then was shocked and frustrated when I tried to go to the gym with my son( kings park) and he was denied access, the reason for this was unclear and I left very upset. I then went to the Pinetown branch to try and resolve the issue and I was then told that they had no one that could assist with children’s memberships. I then again left frustrated with an unresolved issue, I then called the contact center and spoke to a gentleman by the name of Aveer who after I explained my frustration laughed and said I quote ‘I feel your pain, I will put you through to cancellations” When my initial request to him was to help me resolve the issue but instead what he did was pass me to cancellation because I mentioned cancelling if the issue isnt resolved. I then held till the line suddenly dropped, I then sent a Direct message on Instagram asking for assistance and there still has been no response on the message. I then commented on their post on instagram asking for response on my dm to which they responded to saying I should DM, but they still have not responded on my dm. I then was contacted by a consultant from Kloof because I had also contacted them for assistance, I explained the situation and she said she would revert back but she still has not .i then received an email stating that my son was under a1 year complimentary contract and that it had expired and I would have to pay. I told them I would not pay because I was not informed of this when I took out the contract, I was told that child care was free for the duration of the contract and was part of the package even upon renewal. I explained that was a violation of my consumer right as I was sold the contract under false pretenses and I was offered incorrect info to make a sale and my consumer rights were violated by VA, not to mention the poor customer service that I received,the frustration of being moved around and not this issue resolved, being turned away with my son in tow and the overall inconvenience and negative experience I have had so far.

I have lost my faith in VA and disappointed in the nonchalance portrayed in handling my matter. I wouldn’t recommend VA to anyone I know after my experience truly disappointing and shocked by the lack of care. A phelele Ndlela ********** 449