Formal Complaint Regarding Poor Service and Membership Fee Increases

I am writing to formally express my deep dissatisfaction with the service I have received from Virgin Active South Africa. I have had an unresolved query for over three weeks, during which time I have not received any meaningful assistance. I have communicated with Sihle Hlekiso (***) and Donald Makwara (***), however, neither has provided any feedback or followed up on my concerns. The lack of communication and accountability is extremely disappointing. In addition, my monthly membership fee has increased significantly. I was previously paying R945, which was then increased to R1,300, and I have now been informed that it will further increase to R1,500. This escalation is financially unmanageable for me and was not adequately explained or justified. To make matters worse, when I attempted to cancel my membership due to these unaffordable increases and the poor service experienced, I was informed that I would be liable for a cancellation fee of R3,000. This feels unreasonable, particularly given the circumstances and the lack of support provided. I respectfully request urgent intervention, clear communication regarding my membership and fees, and a fair resolution to this matter. I expect feedback as soon as possible.