Dont know their own products

My daughter has been a member of Virgin Active for a number of years. She is disabled and has to exercise regularly with a personal trainer. She turned 18 in February and despite having been to see the gym and explained that she is still at school they have suddenly disallowed the Discovery Vitality discount. 2 1/2 hours on the phone to their call centre and we were eventually told that all we needed to do was take in proof that she was still a scholar. This was done and handed to Thobani Dube. <br> <br> No surprise that the next month we were still overcharged. Another almost hour on the phone to the call centre and we have been given four different stories. The charge is correct, it should be 1/2 the amount, the person at Honeydew didn't do his job properly, we have to pay an activation fee. Surely someone should know their own product.<br> <br> We were promised that the incorrectly charged fee would be reversed. What we got was a letter confirming that her contract was cancelled as from end March.<br> <br> Our concern is that she has found an excellent personal trainer so unless we can persuade him to move to Planet Fit we are stuck with their incompetence and still don't know the fees.