FORMAL DEMAND: Immediate Account Cancellation, Cease Debits & POPIA Compliance

This letter serves as a formal demand and final notice concerning the ongoing mishandling of my account and the unacceptable conduct by Virgin Active. Your organisation has, over an extended period, acted in a manner that is ********, *********, and in violation of both the Consumer Protection Act (CPA) and the Protection of Personal Information Act (POPIA).

Summary of Misconduct Virgin Active has repeatedly: Debited my account without authorization and contrary to agreed terms Processed incorrect debit amounts Debited my account on dates that were never agreed upon Debited my account multiple times within the same month, despite clear and explicit instructions

Over R1100 was being deducted monthly under disputed and irregular conditions, while no resolution was ever provided.

I made extensive efforts, in good faith, to resolve these issues. For over a year, I engaged with your employee, Precious from Virgin Active Eco Park, who repeatedly assured me that she would investigate and revert. Despite my consistent follow-ups (week after week, month after month), she failed to provide any meaningful feedback or resolution.

For the avoidance of doubt: I have a complete WhatsApp record of all correspondence with Precious, which can be verified at ***, clearly demonstrating my attempts to resolve this matter and Virgin Active’s failure to act. This level of negligence and lack of accountability is unacceptable and reflects systemic failure in your customer service processes.

Failure to Honour Cancellation I have cancelled my membership twice, and on both occasions, your call centre agents confirmed that my account had been successfully terminated.

Despite this: I continue to receive unsolicited calls and communication, which now constitute harassment My account issues remain unresolved Your company has willfully ignored my explicit instructions

Legal Position Your actions are in direct breach of: The Consumer Protection Act (CPA) — specifically regarding fair billing practices and honoring cancellations The Protection of Personal Information Act (POPIA) — due to the continued processing and retention of my personal information without lawful justification

You have no legal basis whatsoever to: Continue debiting my account Retain my personal information Contact me in any form

I require the following to be actioned without delay: Permanent and irreversible cancellation of my account Immediate cessation of ALL debits from my bank account Full deletion of all my personal information from your systems, in compliance with POPIA Immediate cease-and-desist of all communication (calls, SMS, WhatsApp, email, marketing or otherwise) Written confirmation that all of the above has been completed

Notice of Escalation Should this matter not be resolved immediately, I will proceed without further notice to: Lodge a complaint with the National Consumer Commission (NCC) Escalate to the Information Regulator (POPIA enforcement authority) Dispute and reverse all unauthorised debits through my bank Pursue further legal recourse for financial and emotional distress

Let me be absolutely clear: Your service has been appalling, your conduct exploitative, and your treatment of me as a customer completely unacceptable. This has caused financial loss, ongoing frustration, and severe stress. Neither I, nor anyone in my household, will ever engage with Virgin Active again.

The only acceptable outcome is: A written confirmation stating that my account has been permanently closed, all personal data deleted, and that I will never be contacted again.

I expect urgent action and written confirmation.