Ongoing Issues with Virgin Active Account and Lack of Resolution

I would like to bring to your attention the copied email below I have sent to Virgin Active regarding my outstanding account. Despite this, I continue to receive daily calls from various representatives, none of whom are able to provide a clear answer or resolution to my queries. Each caller promises to follow up, yet I never receive a callback. Instead, I’m contacted by a new representative every time.

I have repeatedly asked them to refer to my emails and the recorded telephone conversations for the details, as I am growing increasingly frustrated with the lack of feedback. I refuse to continue explaining the same situation over and over—my membership was cancelled, and I have been denied access to the gym. However, I am still being charged and am expected to continue paying until January 2025.

This situation is unacceptable, and I urge you to address it promptly.

My copied Email: from: Dinnah Machabane <***> to: Vuyo Mqikela <***> date: 16 Nov 2024, 21:36 subject: Re: Important information about your overdue account - Urgent Clarification Required Regarding Membership Cancellation and Payment mailed-by: gmail.com 16 Nov 2024, 21:36 (10 days ago) Dear Vuyo,

I am becoming increasingly frustrated with the ongoing calls and messages concerning my outstanding payment. As I previously discussed with you, I cancelled my membership and served the required one-month notice, which concluded on the 18th of October 2024. At no point during our conversation was it mentioned that I would be required to continue making payments until January 2025 while being denied access to the gym. This situation seems both unfair and unreasonable.

I have requested a copy of the signed contract to better understand these terms, but to date, I have not received any response. The lack of clarity around this issue is concerning, and I would appreciate immediate clarification.

I trust that you will address this matter urgently, as I am considering escalating it to Consumer Protection and reporting it on Hello Peter if I do not receive a satisfactory resolution.

Kind regards, Dinnah