****med

I am extremely disappointed with the way my membership account has been handled.

Since joining Virgin Active, my membership cycle has always run from the 15th of one month to the 15th of the next, and I have never missed a payment. Although I made payments manually rather than via debit order, my account has always remained up to date.

Earlier this year, I changed to Country Collection Club. I paid my membership fee on 15 March as usual, yet on 1 April my account was blocked. When I queried this, I was informed that I needed to make a double payment so that one payment would cover the current month and the second payment would carry me over to the following month. Acting on this instruction, I paid R3,498 on 15 May. I was specifically advised that the additional R1,700 would carry my membership forward. On the same day, I contacted Virgin Active and requested that my account be adjusted accordingly, which was confirmed by Xoliswa.

To my shock and embarrassment, I visited the gym yesterday only to discover that my account had been blocked again. I am now being told that I must pay a further R3,500. This is completely unacceptable. I would like a clear explanation of what happened to the additional R1,700 that was meant to carry my membership forward, as previously advised. I have followed every instruction given to me and have made all required payments.

The inconvenience and embarrassment caused by being denied access despite complying with Virgin Active's instructions have negatively affected my dignity and trust in your service. I request an urgent investigation into my account, a detailed statement reflecting all payments received, and an immediate resolution of this matter.

I would also suggest asking them to provide a full membership ledger showing every payment, allocation, adjustment, and outstanding balance on the account. This will make it easier to identify where the extra R1,700 was allocated.