Lack of communication , misleading and incompetence

Let me start of by expressing my sadness and disappointment in Virgin Active SA , particularly the sales team at the head office and how I was misled because someone wanted to reach their target.

I was signed up sometime in October, for a normal membership in Tramshed Club, which will cost me R275 P/M. The gentleman that signed me up then offered to put me on premium and indicated to me that I need to visit the branch to downgrade on the 10th of December. I did exactly that , went to the club. When I got there , I was told I need to pay an amount of R200 to do that. He DID NOT MENTION THAT TO ME , when he did the signing up. Had he told me about the downgrading fe it wouldn’t be a problem. At the time I was at the branch I did not have the 200 with me, which means R590 will be deducted from my account but that was not the initial agreement. He misled me.

The sales team phoned me to let me know that my account is due. I explained the situation that’s why my account is not paid up. I lodged a complaint. I kept on getting calls from different sales agent but nothing was being done. Sent emails, DM on instergram. The supervisor rep**** after a very long time. I explained to her what happened she then said to me she will call the branch to find out from them.

She came back to me , informing that the PTA sales manager will call me. The lady eventually phoned me asked me to visit the branch to resolve the issue which I did.

When I got to the PTA branch I explained to her what happened, she apologized and resolved the matter. Downgraded the account and told me to pay R810 and everything will be back to normal. It was unfortunate that I could not pay the amount at that time. I told her I will be back to pay the money soon. Then my account will be reactivated and will communicate everything to the head office.

To my surprise I got a call from the head office telling me that I owe R6000 and they have terminated my membership. How on earth is it possible? I had resolved the issue with the branch sales manager.

I will not tolerate this kind of treatment because, first of all I was mislead and misinformed because someone wanted to reach their target. They took forever to respond to me. It is totally craze and to think that I mentioned to the other lady that I have an injury on my leg, on a cast. So traveling around won’t be so ideal for me.

I was not informed that my membership will be terminated ... the sales people kept on calling me I explained to them that I’m due to pay R810 I had gone/ will go to the branch to fix the dispute I had. But I guess none of them communicated the message and now I have to take the fall. This can’t be happening.