Ms

Subject: Urgent Complaint Regarding Repeated Account Blocking and Poor Service

Dear Sir/Madam,

I am a very unhappy client due to the poor handling of my account and the repeated misinformation I have received.

My daughter’s profile was blocked again, despite the issue supposedly being resolved on 2 May 2026. I spoke to Letitia and later Portia from the Cape Town Head Office on 30 April 2026, and I was assured that the account would be written off correctly with the agreed 75% adjustment app****.

However, on Thursday, 7 May 2026, I was informed that the matter would be followed up again, yet my account remains blocked. We still cannot access the gym or the app. This is now the second time the exact same mistake has happened after I was told everything had been resolved.

It is extremely frustrating having to deal with constant back and forth, especially after receiving assurances from your staff that the issue had been finalized. At this stage, it is clear that someone is not handling this matter correctly.

If this issue is not resolved urgently and permanently, I will seriously consider cancelling the membership completely.

I request immediate assistance and confirmation once the account has been fully restored and corrected.

Kind regards, Christine