Horrible horrible service

Subject: Urgent Assistance Required: Ongoing Issues with Virgin Active Account

Dear Hello Peter Team,

I am writing to raise a formal complaint regarding my unresolved issues with Virgin Active and the lack of assistance or follow-through despite my numerous attempts to address the matter.

Background: 1. Account Cancellation Issue: • I requested to cancel my Virgin Active account, but my request was not actioned. • As a result, fees accrued, which I later paid in full when I canceled my account again. 2. New Sign-Up Offer Mismanagement: • When I wanted to rejoin Virgin Active, I spoke to consultant Nosipho Mazamisa, who confirmed via recorded phone call that I qualified for a 50% discount on my membership (Vitality 75%, totaling R170 for 3 months). • She advised me to visit the gym that day, but when I arrived, the manager, Wendi Ntutu, worsened the situation with poor communication and lack of support.

Ongoing Issues: • Despite raising this issue repeatedly, Virgin Active has failed to provide a resolution. • I am receiving daily calls from Virgin Active asking me to sign up, but no one is addressing my pending query. • I have been following up every day with no response or action from Virgin Active.

Request for Resolution: 1. I request immediate access to the recorded phone calls with Nosipho Mazamisa as evidence of the agreed offer. 2. I ask that Virgin Active assigns a competent representative to resolve this matter promptly. 3. I request feedback on how this issue will be rectified and reassurance that such mismanagement will not occur again.

Virgin Active’s poor handling of this situation, compounded by Wendi Ntutu’s unprofessional conduct, has left me deeply dissatisfied. I trust Hello Peter will assist in escalating this matter to ensure proper accountability. She has the recorded calls which I asked her to listen to but avoids any accountability and never got back to me since .

Thank you for your assistance, and I look forward to a swift resolution.

Kind regards, Mishka Osman