From Enthusiastic Joiner to Dissatisfied Customer

I am writing to formally escalate my complaint regarding my membership, which I joined in September 2024 and cancelled in November 2024 due to ongoing stress and anxiety caused by the membership. My concerns are as follows: Booking System Issues: The current booking system allows individuals to book classes online and then not show up, which forces me to arrive 15 minutes early to get on the cancellation list. This is further complicated by shared parking with an office block, leading to additional waiting time and parking fees beyond the 90 minutes of free parking provided. Limited Class Duration: The 45-minute class duration does not allow me sufficient time for a complete workout, including swimming and showering. Unresolved Complaints: Despite explaining my complaints and the reasons for my cancellation multiple times, I have received no response or resolution from Virgin Active. Additionally, I have been charged R1300 for January and February 2025 after my cancellation. Given these issues, I believe there has been a misrepresentation of the membership terms, and I request the cancellation fee of R2880 to be waived. While I would only be too pleased to pay for the time I used the facilities, I do not appreciate the effort and time wasted on my side in trying to explain my issue, over and over, so based on that I also seek reimbur*****t for the amounts charged post-cancellation. Source: the Consumer Protection Act (CPA) of South Africa. The CPA protects consumers against unfair marketing and business practices, including misrepresentation, and Virgin Active failed to disclose important information about the booking system and parking issues. I considered this a breach of the contract. I would also like to request call logs, and the recordings, from when head office Virgin Active has contacted me since my request to cancel last year. This acts as evidence in this case. I look forward to a prompt and satisfactory resolution. THEIR ESCALATIONS RESPONSE - I'M REALLY UNSURE WHETHER TO LAUGH OR CRY?

Please be advised that in order to cancel your membership, we require 20 business days' notice, along with a cancellation fee, which is an upfront payment if you are still within your commitment period. Regarding class popularity, please note that the business is not liable for this. Our terms clearly state that classes operate on a first-come, first-served basis. To ensure fair access, the booking process was updated in November of last year, where timeslots for the following week open 60 minutes after a specific class. Additionally, our website and app indicate that the business reserves the right to make changes to these processes at any time, and such changes do not constitute misrepresentation. Please be reminded that our membership agreements do not include free parking. Your membership has been cancelled for the 14th of March, and a cancellation fee of R2880, along with arrears of R2550, is payable to Virgin Active.

No once, since last year, has ever bothered to reach out, other than their accounts department to ask for money, and I've repeated my story over and over... I can't believe I'm still here on this...