Formal Complaint Regarding Streak Rewards and Poor Customer Service at Honeydew Branch

I joined the Honeydew branch some time ago, and unfortunately, my experience has been far from satisfactory. While the branch appears to be bringing in more clients, there isn’t enough space to accommodate everyone. Additionally, some staff members have been extremely rude, which has added to my frustration.

I have been trying to resolve an issue since last week when the system was down. Virgin Active introduced the Streak Rewards program, where members are rewarded for visiting the gym four times a week. I maintained my streak for six months, which would have been 25 weeks last week, and this week would have marked my 26th week, making me eligible for a reward. However, the system went offline last week, and despite following the correct procedure and completing the necessary forms, the issue remains unresolved.

The person who claimed to be the manager, Thabiso, assured me that my streak would be updated on my app by Monday. However, when I followed up, she was extremely rude, ignored my concerns, and told me to wait because there was a backlog. I can’t understand why it would take seven days to process just one day’s worth of data, unless this is simply an excuse.

Today, I visited the branch and was shocked to discover that the person I had been dealing with, who claimed to be the manager, was actually the receptionist. She **** to me directly about her role. When I called on Monday to follow up, I was informed by other branches that this task should have been completed within a day. Despite this, she continued to act as though she were the manager. Today, she embarrassed me in front of other customers, ignored me, and told me to keep waiting because they were still updating forms for Thursday.

The actual manager on-site was somewhat helpful, but I remain doubtful that anything will be done. I was also informed that this is not the first time Thabiso has **** to a customer, indicating that insufficient actions have been taken to address this behavior.

As a result, I’ve lost my streak and the reward I was entitled to this week. I expect a formal apology and the reward I rightfully earned for reaching 26 weeks, as promised on your app.