FALSE INFORMATION AND DISGUSTING CUSTOMER SERVICE!

<p> </p> <p>I went to Virgin active(Malibongwe Dr & Schoeman Drive, Randburg) in April 2016 to get information about joining the club. I went there on three separate occasions to ask questions in order to make sure that joining the club would be in my best interest financially. I was assisted by a consultant named Tavin and on a later occasion Muhammed Banoo. I explained to Tavin before joining that I was turning 21 very soon and I asked him what would happen if I were to join Virgin Active on Vitality, but were to be taken off the medical aid, as i am a beneficiary, at a later date as this was one of my biggest concerns. I was explicitly told by Tavin that I would still be paying the monthly fee of R327.50(Discounted rate) and nothing will change. Being reassured by this, I joined the club the next day based on the information I was given. I paid the joining fee of R1450+ R140 card fee= R 1590 for my activation fee on the 26th of April 2016 from there on I paid R327.50 starting on the 4th of May 2016. The day I joined , Muhammed Banoo and Tavin were with us in the consulting room.</p> <p> <br />I checked my bank statement last month and was shocked to realise that for the months of September and October 2016, I was charged R655 each without any notification of the change whatsoever. </p> <p> I also paid the R655 this month too.</p> <p><br />I called Virgin Actives helpline to find out what was going on, because I got no explanations what so ever from your club about my vitality being deactivated.</p> <p>Certain procedures were not even taken like giving me a months’ notice about this change and the new ridiculous amount I have to pay.</p> <p> </p> <p>I am very frustrated with the service from the Randburg club. The complaint was placed with Muhammed Banoo, he said he would call me by that Friday to set an appointment for me to come see him and Tavin about my complaint but he failed to do so.I had to call him back after a week and a few days to remind him. Muhammed said he would call me after setting a meeting buit he failed to do so. I always have to call them about this complaint. The service is extremely unprofessional.</p> <p> </p> <p>I called head office to place my complaint but they havnt gotten back to me neither after they said they would get back to me within four days.</p> <p> </p> <p>This is unacceptable!</p>