Horrible customer service

Covid19 hit SA by storm and we kept paying our monthly premiums eventually you were allowed to freeze the account.. when lockdown levels were relaxed I called in to downgrade from premium to one club as the freezing membership option was no longer available and I was not yet comfortable to return to gym so I dd not see the sense in paying for a premium membership that I hvnt been using and was pregnant so it was still unsafe to return

I had also given birth in July 2022, as soon as I received clearance from my gynea and the lock down level was relaxed I felt ok to train at gym again.

Virgin allowed members to attend any gym facility even if not on premier membership up until 1 October 2021

I emailed to ask to upgrade two weeks back no resto date, I called in a few times waited I. A long queues, requested call backs no success in that either. On 11 October 21 I requested help ftom Kenilworth club to upgrade back to Premier membership and was told I need to pay the new premier fees of 2021 which kind you is almost R300 more than what I had been paying on my premier membership before downgrading. I requested to escalate the query as I was not happy about this news. I was told by Mohammad Amien the customer representative that a manager named Blanche Maarman would contact me to resolve my query in 24 to 48 hours it’s been almost 4 days and no call!

At no point during my call to Virgin active to downgrade was I informed that the price will change if I in future wanted to upgrade back to premier membership, I am a member for over 8 years and have been a premier member why should I get the same rate of that of a new member?!

This is bad customer service and no way to be treating loyal tenured customers!!!

I should not be punished Because virgin active customer representatives failed to do their job and inform me of price changes!

I wish to go back to my premier membership at the rate I was paying prior to my downgrade to a club membership