PATHETIC, DECEIVING AND MISLEADING ORGANISATION

I am not happy with Virgin Active at all. When I signed a contract in 2018 it was a special going for R499 for people under 25...my brother and I both signed a two year contract.

When we turned 26 we were charged double and NOT ONCE WAS THIS EVER MENTIONED TO US PRIOR TO SIGNING THE CONTRACT - knowing our age at the time that would have been a valid aspect to have raised before we agreed or signed the contract.

Secondly our contract was to end at the end of July 2020, I thought because of Covid it pushed out our dates, when we had pay cuts due to covid I called the call centre in November 2020 to cancel and they informed me that I need to pay 50% of the balance in order to cancel ( never mentioning that I had no balance due ), I then asked them to freeze my account and they debited 20% and then 50%of my original R890 debit order for the following months, this morning I received a notification of R890 debited off my account.

Thirdly to charge R890 during covid is ridiculous! I had covid before and I personally do not think that is fair or right to do because we are restricted in many ways regarding using your services. Virgin active's communication can be improved in many ways especially considering your fees are expensive, I expect better treatment and not miscommunication.

Why have I been paying since July 2020 when my contract ended? NO ONE CALLED ME TO ASK ME IF I APPROVE AN EXTENSION, WHAT ARE YOU PAYING PEOPLE FOR??? I signed a two year contract...now I have been told I should have cancelled???? I have been paying for 6 months and I can't even use your facilities. I am really not pleased with your communication and services and I cannot get through to your call centre either. Train your staff and stop intentionally leaving information out to get people on your system and abusing their bank accounts without their consent! Everyone is going through a financial restraint somehow - this is not how a business should work! I expected better from VIRGIN ACTIVE.

When I requested a refund, I was informed that nothing can be promised to me and it would be escalated, still waiting...???

FYI you are incorrectly debiting people and so confidently keeping the money and refusing to refund people when you had no consent to debit the money in the first place!