Misrepresenting of Material Facts

I have been a Virginactive member for as long I can remember

On the 09 June I converted to a Discovery Vitality. I was told that I will receive R1000 paid back into my bank account subject to the conditions below:

That June 2017 debit order for Virgin Active membership fee must be successful in order for the cash back to be paid out. The cash back will be paid out by the 20th of July 2017.Non of this happened.

I then called the Virginactive contact Center for clarification I spoke to the Lady called Fatima whom advised me that I don't qualify for cash back as my membership fee for month of August 2017 was returned unpaid. I tried to explain to her that I don't know how that happened as I had money in my account and I was willing to send my bank statement she told me that sending my bank statement won't help and it's material.

I explain to her that in any Rule there's an. Exemption and every process is designed for a benefit of the client or customer.

She was unwilling to listen nor understand that it's hard to recruit new customers than to maintain the exciting ones and customer must always be treated fairly.