Months of Incorrect Billing and Failure to Activate Vitality Membership – Virgin Active Little Falls

I am lodging this complaint after months of unresolved issues, incorrect billing, and being repeatedly sent between Virgin Active Little Falls and head office with no accountability or resolution.

Branch: Virgin Active Little Falls Timeline: Since October 2025

In September 2025, I moved from Planet Fitness to Virgin Active and explicitly advised that my Vitality gym benefit needed to be transferred. I was assured by a Virgin Active consultant that after serving notice at Planet Fitness, my Virgin Active membership would be activated under Vitality from 1 October 2025. Based on this assurance, I paid the activation fee.

On 1 October 2025, I was instead debited the full Virgin Active membership fee (±R1,750).

Around the same time, my wife resigned from Standard Bank and we moved our medical aid from her being the primary member to me. The medical aid was not cancelled, only transferred. Despite this, both my wife’s and my Virgin Active memberships were incorrectly cancelled somewhere between Virgin Active and Vitality.

We returned to the Little Falls club and were assured by the manager that everything would be resolved by 1 November 2025. Instead, on 1 November, I was debited the full membership amount twice, again not at the Vitality rate.

I contacted head office and was told the club needed to fix it. The club then told me head office needed to fix it. After objecting to being sent back and forth, a consultant phoned the call centre in front of me. The agent admitted they did not understand the issue and suggested we “wait and see” if it corrected itself. It did not.

During this time, I had paid in full but could not access the gym. A consultant eventually manually enabled access, and I was again assured the issue would be resolved by 1 December 2025.

It was not. On 1 December, I was again debited the full amount for both accounts. On 1 January, I was debited the full amount yet again.

For clarity:

My Vitality membership has been active since 2019

There has been no cancellation or lapse in Vitality cover

I have been incorrectly charged full fees for months

I have repeatedly explained this issue to multiple staff members

No one has taken ownership of resolving it

My most recent visit to the Little Falls club ended with me being told there is a “system error” preventing Vitality activation, with no solution or escalation offered.

This is unacceptable for a premium brand and has caused ongoing frustration, wasted time, and financial impact.

Required resolution: Activate my Virgin Active membership correctly under Vitality, as should have been done from the outset.

I expect Virgin Active to finally take ownership of this matter and resolve it without further delay.