********** company

My partner and I joined virgin active last year not knowing we would be binding ourselves to 12 months of hell.

I was de*****ed and forced to pay for an unknown person for many months, my emails went unanswered, the little falls branch refused to assist me even though they caused the problem.

In Feb 2022 after many months of ********** deductions, I lodged a complaint via Facebook, I received my refund in March and my partners account was credited. I honestly thought that the whole drama was over little did I know that it was not over.

To my surprise I kept getting calls (monthly) indicating that my partners account was in arrears which made no sense since our payments went off on the same day and we never skipped out on payments. When I enquired from their collection agents how there are arrears no one could provide me with an answer instead they would end the call.

I had to call in and waste my airtime only to be told that there's a note on their system indicating that we are not responsible for those arrears (the arrears stemmed from the ********** act committed by the little falls branch) which lead to my partners account not being credited correctly.

This has been continuing for many many months, anyways my partner and I joined around April 2021, vitality was activated around June 2021 so we were entitled to cancel by June 2022. We were so flippen excited to cancel our contracts, I called in to cancel and again I was informed about the arrears, I was told that an escalation had been raised and that I needed to speak to the collections department.

After trying to sort this out with a few people I finally spoke to a lady who informed me that my partner cannot cancel his contract until August and cancelation before then would raise penalties, this did not make sense because we both signed a contract in June 2021 and the contract is for 12 months, we requested to be provided with a copy of the agreement which binds my partner for a further 2 months beyond June 2022 and we were not provided with one since it doesn't exist.

An escalation was raised, I then received positive feedback indicating that both contracts have been canceled with no penalties, further that the arrears would be moved and lastly that no debit order would go off at the end of June as we ceased to be members of virgin active. To say we were excited to finally rid ourselves of this company is an understatement.

Fast forward to 1st July 2022, a debit order instructions was sent through and it was not successful, I called in today to enquire about it and I was told that the arrears now stand at 1k+, my partner is noted as a member until August 2022, and another debit order will be processed for the 15th of this month, I contacted the lady that assisted us via email and she told me to just reverse the debit order if it is successful (this is costly it raises bank charges).

I am so gatvol of virgin active!!! I would not recommend this company to anyone, the phone lines are pathetic, assistance via email is non-existent, their system is ****ty AF!!! This is a useless and ********** company!!!