Membership cancellation, disgraceful service

Good Day to you

I have sent this email on the 30th of October 2021 I have not received any form of communication what so ever, my contact: *** I would like to address an issue that I am currently facing at Virgin Active at Cornubia. Firstly i want to bring to your attention the unprofessionalism from the sales person's and managers i won't dispute there friendliness and warm welcome as i have never had a issue with this, my big issue here is that When I took on this membership I was not informed of the fine details as the consultant was more concerned about the sale.

I took this membership along with my wife on the 01/09/2021 at this time we were all under vitality with discovery the consultant was Brendon Naidoo , when i took this contract i specifically asked him if i can cancel at any given time and he said yes don't worry you can there will be no issues.

A month and half down the line , my wife has left her previous company and discovery vitality membership will come to an end at the end of October. at our visit to the Gym i spoke to one of the Managers whom i can do a facial recognition on ,i think her name was Thobile if not i can go in and identify her we had ther conversation at club V , i explain to her the situation and she advised me i can come in at any time and freeze the account , no specific on dates etc. Lack of information , to my knowledge as well but here we are managers ....

So with this in mind I decided to call the call centre on Wednesday the 27/10 to freeze the account because to my knowledge the manager said any time. Of no help i ended up calling Brendon , and i told him i spoke to one of the managers and this is what they said, in your industry i don't know if customer is not key but i was really irritated when he told me he spoke to the managers and they denied speaking to me , the lack of professionalism so now it's my word again a Manager who clearly doesn't want to implicate herself since she did not even advise me properly , so i'm the lier while i had my wife standing right there who is proof of this conversation.

We went in to the gym 29/10 and brendon was not there so we spoke to the manager in charge (Keshnie) , a manager who is scared of her subordinates because she would rather someone else have the conversation of the ********* lack of professionalism talk with brendon about all our concerns than she herself, an apology doesn't cut it. Shocking after we heard all she had to say how everything really works and all the cost involved.

So here is my final resolution to this , you can speak to your staff or members at the Cornubia Branch , i will not be paying another Diam , or the membership fee because had i know and was given the proper run down i would not be sitting with this issue hell i would not have become a member, reason i took it was was because i knew i could cancel at the anytime and i knew before hand of the my wife swapping jobs.

I am not going to be liable for the new premium, I will not be going to this gym again, also why should i pay for a premium , freeze the account and lose out on the next half of the month and still be liable for a 40% charge.

This is pure lack of unprofessionalism, we were really happy going to this gym and really quite convenient and to say the least my kids loved it.

Maybe if the persons in sales cared to explain better to members than just making a sale then sitting with the issue later, there would not be any issues.

As far as i am concern this can come out of this pocket, i want this member ship cancelled not even freezed because i don't want to be back there my ID : *** / WIfes ID : *** / along this you should find my kids club V memberships , Zephaneah and Jonathan.

I await positive feedback from you regarding the cancellation and no further debits from your end, if not I will have to take this further as I was clearly blind sided and also treated with no regard. I have sent multiple emails and tried the contact centre on ***, till date there is no response from them.

Regards Shivaan SIngh