Formal Complaint: Membership Cancellation, Access Revoked, Activation Fee & Unfulfilled Referral Rewards

Good day,

I am writing to formally raise a complaint regarding the cancellation of my gym membership access, the requirement to pay a new activation fee, and unfulfilled referral rewards.

My membership was previously linked to my Discovery Vitality benefit. Following a downgrade of my Vitality plan effective 1 March 2026, my gym benefit was cancelled as of 30 April 2026.

However, I would like to highlight the following:

* I did not cancel my gym membership with Virgin Active * I have remained an active gym user throughout this period * I have consistently met my Vitality activity goals

Despite this, my gym access has now been revoked, and I have been advised that I am required to start a new membership and pay an activation fee of R799 in order to continue training.

In addition to this, I referred a new member in February 2026 and was advised that I would receive a free month in April. This benefit was not app****. I further referred another individual in March 2026 and have not received any referral reward or feedback to date.

It is therefore concerning that:

* My referral incentives have not been honoured * My membership access has been revoked * I am now being required to pay additional fees to continue training

This creates a situation where I am being financially prejudiced, despite remaining a compliant and active member.

In light of the above, I formally request:

1. Urgent intervention to restore my gym access on a temporary basis while this matter is being resolved 2. Consideration for a waiver of the R799 activation fee 3. Fulfilment of the outstanding referral rewards (February and March 2026) 4. Assistance with relinking or continuing my membership without requiring a full restart

I would appreciate your prompt attention to this matter and a fair resolution, given my continued engagement and referrals to the gym.

Please provide a formal written response.