Misleading Pricing, Lack of Accountability, and Refusal to Resolve

Dear Virgin Active Team,

I am writing to formally raise a complaint regarding misleading pricing and the manner in which this matter has been handled.

I registered online for the Premier Select 1 package (R960 per month). Through the Vitality-linked portal, it clearly reflected a 75% discount, and the total monthly fee displayed and confirmed before I completed registration was R240. I proceeded on this basis and have photo proof of the advertised amount.

I was explicitly informed that I needed to come into the gym to sign the contract in person. I have not signed any contract electronically or in person. However, when I later queried the billing after being contacted by a consultant about an alternative package, I discovered I was not being charged R240. It was only then that I was told there had been an “error” on the website and that I only qualify for a 50% discount, increasing my monthly fee to approximately R580.

When I went in to cancel due to this discrepancy, I was told that my contract had already been signed electronically — which directly contradicts the earlier instruction that I needed to come in to sign. I was further informed that I would be liable for a cancellation fee of approximately R2,000, despite the membership being active for less than a week.

I entered into this agreement based solely on the clearly advertised and confirmed monthly fee of R240. Changing the pricing thereafter, failing to follow up as promised, and enforcing cancellation penalties under these circumstances is unreasonable and unacceptable.

To be clear, I do not wish to cancel my membership. I simply want to pay the monthly fee of R240, which is the amount clearly displayed and confirmed when I signed up. However, if this cannot be honoured, I expect to be allowed to cancel immediately without any penalty and to be refunded any excess amounts that have already been debited from my account.

I trust this matter will be resolved urgently and fairly.