No Customer Service and Joining fee not paid back

I joined Virgin Active Meyersdal on 16 January 2023. My Virgin Active gym membership card number ***.

Due to my working hours, in order for me to go to gym in non-peak hours is impossible. When attending the gym before, or after work hours, it is almost impossible to access the equipment I require for training. Under the contract terms, I had to cancel within 5 business days of signing the Contract, excluding the day of signature. On 23 January 2023 I unfortunately had to cancel my gym contract in writing as I was still within the cooling-off period allowed, in terms of the contract and the Consumer Protection Act.

After the contract was signed on 16 January 2023, I requested a copy of the contract on numerous occasions and was met with excuses. I was informed at one point that I was not allowed a copy of my contract due to the POPI Act, the other instances I was informed that the system was down. I requested to contract to check the cooling-off period terms and conditions.

As per the contract once the cancellation letter has been received by my Home Club within the 5-day cooling-off period, this is as per section 4 of the contract. “4. What if I change my mind and want to cancel my membership? You can write and tell us that you want to cancel your membership within 5 business days of signing this Contract, excluding the day of signature. Provided your cancellation letter is received by your Home Club within the 5-day cooling-off period, we will refund all payments made by you on return of any promotional item(s) we may have given you on joining.”

I have done everything according to the contract, but I still have not received my R910 joining fee back from Virgin Active. I contacted the Virgin Active representative who signed me up about my refund on 2 February 2023 and was told that it will be paid now and guess what still nothing.

On 9 March 2023 I wrote an email to Virgin Active Get In Touch (***) explaining the above situation. I clearly stated the following at the end of my email:

"Can someone from Virgin Active please contact me via email only to sort this issue out please has at this point I should be charging Virgin Active interest on the R910 for time they have not paid it back."

I received an automated response from Get In Touch stating the following:

"Thank you for reaching out to the Virgin Active Customer Service Team. One of our team members will be in touch soon. Depending onour current volumes, we aim to respond to you within 24 business hours.

If it is urgent, you can call us on ***.

Have you downloaded the latest version of our app? Manage your membership,book classes, view access stats, book Personal Trainers and Swim Coaches and more. https://hello.virginactive.co.za/va-appLive Life ActiveVirgin Active

Live Life Active

Virgin Active"

To this day I have not received any communication back from Virgin Active whatsoever or my R910 plus interest back.

Virgin Active do not believe in any customer service and is only their to make money. All they care about is signing up new members even if it means over crowding their gyms.