Incorrect Debit and Cancellation Dispute

I am extremely displeased with the service I’ve received from Virgin Active, particularly from the client retention, agent, and debiting teams.

In my attempt to cancel my membership, I was offered a three month discount. Two months down the line, I was debited the full amount instead of the agreed reduced fee. When I followed up to proceed with cancellation, I was then informed that I would be liable for the full amount and that I would need to follow up myself to have the discount app****.

This process is both frustrating and unacceptable. Communication has also not been confirmed in writing via email as requested, which creates confusion and leaves me without proper records. It is especially concerning that when I express frustration under these circumstances, I am made to feel like a difficult or unreasonable customer.

I do want to apologise to the agents who had to deal with my frustration, as I understand they are not solely responsible. However, this does not take away from the fact that your internal processes need serious attention.

Please ensure that agreed terms are honoured and that customers are debited correctly. It is not acceptable to charge amounts that were not agreed upon, especially within a service that already enforces strict terms and conditions.