Incorrect arrears claim after cancellation – Virgin Active

Item: Virgin Active South Africa
Rating: 1
Author: Bonisiwe W

Incorrect arrears claim after cancellation – Virgin Active I am extremely frustrated with Virgin Active for sending me a message claiming that my account is “seriously in arrears” and demanding urgent payment of R4095.66. I cancelled my membership with Virgin Active around May last year, and to my knowledge, my account was properly closed. I have not used their services since then, and I do not owe any outstanding balance. It is unacceptable to receive threatening messages about arrears on an account that should no longer be active. This raises serious concerns about their billing system and record-keeping. I request the following urgently: A full investigation into my account Written confirmation that my membership was cancelled A detailed statement explaining where this alleged amount comes from Immediate correction of any incorrect billing Assurance that my credit record has not been negatively affected If this matter is not resolved promptly, I will consider escalating it further. Virgin Active needs to take accountability and fix this issue as soon as possible. Reference number from SMS: ***

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Bonisiwe W's updateReviewer Update

16 Apr 2026, 02:02

Unfair arrears claim & poor communication – Virgin ActiveI am highly disappointed and frustrated with Virgin Active.I recently received an SMS claiming that my account is “seriously in arrears” and demanding payment of R4095.66. This is shocking, as I cancelled my membership around May last year.At the time, I clearly informed the consultant, Elsie from Wonderboom Virgin Active, who was assisting me when I was rejoining, that I wanted to cancel because the premium had increased without being communicated to me. I was never properly informed of this increase, and I made my decision based on that.What is even more concerning is that:

I was never given any written confirmation of cancellation
No follow-up communication was sent to me
I have not used Virgin Active services since cancelling

Now, almost a year later, I am being told I owe thousands of rands with no explanation. This is completely unacceptable and unprofessional.I request the following as a matter of urgency:

A full account investigation
Proof that my membership was not cancelled (if that is their claim)
A detailed breakdown of how this amount was calculated
Immediate correction of any incorrect charges
Written confirmation that my account is settled

Virgin Active must take responsibility for their lack of communication and administrative failure. I will not accept being billed for a service I cancelled and did not use.Reference number: ***

Bonisiwe W's update16 Apr 2026, 02:02

Reviewer Update

I was never given any written confirmation of cancellation
No follow-up communication was sent to me
I have not used Virgin Active services since cancelling

Now, almost a year later, I am being told I owe thousands of rands with no explanation. This is completely unacceptable and unprofessional.I request the following as a matter of urgency:

A full account investigation
Proof that my membership was not cancelled (if that is their claim)
A detailed breakdown of how this amount was calculated
Immediate correction of any incorrect charges
Written confirmation that my account is settled

Virgin Active must take responsibility for their lack of communication and administrative failure. I will not accept being billed for a service I cancelled and did not use.Reference number: ***