Incorrect Charges billed to Membership no :***

Membership no : ********** 661

I have to express my disappointment in regards to making such a simple arrangement in terms of a temporary change of clubs which turned out to be a disaster that lead to bearing additional costs at my expense due to incorrect information received on email from a customer service agent.

In February, I called Virgin active customer care and spoke to Lennon Hashe. My instruction was that I am a member of K90 club in JHB and will be on holiday for 2 weeks so I would like to change clubs to Gateway Durban and change back when my holiday was over.Below is the email I received to confirm the arrangement : ( have saved on file)

12/02/2018 Good day Donovan.

Hope this email finds you well.As per our telephonic conversation I would like to confirm your club has been changed to Gateway and your installment will be R218.75 and still have to pay R50.00 admin fee

Kind regard

Lennon Hashe Call Centre Agent T +27 (0)86 ********** W virginactive.co.za

I was told that when I change back to K90 club ,it is a downgrade to the Gateway club so that will not be any extra charges .I did not set foot into the Gateway club during the holiday, so when I went into the K90 club to change back I was instructed to pay an amount of R162.00 (ref invoice no R ********** 692).Feeling embarrassed as I went to train with a friend,I paid it even though the instruction was to pay the R50 admin fee.Thinking that it may have been a mistake and assuming all was resolving my March debit order came off as R268.75 .This is incorrect as it is stated in the email that it should be R218.My normal membership amount of R181.25.I rep**** to Lennon's email on the 28/02/18 9.59am to advise him on the situation,no response.I called customer service last week and spoke to a lady,who advised that Lennon did not give me the proper breakdown on his email.She was meant to get a team leader to call me to which no word since.Should I be subject to charges when I did not use the Gateway club ?Even though I made the decision to change,I should be charged according to the fees stated on the email.Incorrect charges were billed for a change over made within the same month.

Being in the service industry,the client should not be liable to any costs if the front line of the company makes an error on his/her side.I have everything on file as proof and I do not think its proper conduct from one of South Africa's largest health clubs.I think I am forced to cancel my membership,once I have been refunded for the admin fees which was not properly explained.

Best Regards Donovan Rungasami ********** **********