Paying for someone else's incompetency

I am absolutely appalled by Virgin actives nonshelaunt attitude. I spoke to a female, specifically the accounts department at your call center , in December to cancel my membership. We spoke for about 15 minutes and instead of paying the cancellation fee once off, she advised that I will pay the last fee end of December for January 2018. Cancellation successful!! I didn't take a reference number, I mean we spoke for 15 minutes and she sounded like she cancelled it while we spoke as she took down all of my details including my ID number, so I trusted that things would be sorted which was clearly an overstatement on my end. It is not my job to ensure she does hers!!

Fast forward to February 2018 and double my fee was deducted just yesterday. I called today and questioned this as I thought I was done with them????????

The agent cannot find any record of my call or cancellation, now I am forced to pay another month which is a complete waste of time and inconvenience for me as I have relocated and now live several km’s away for me to even make use of the contract.

This is unacceptable!!!

I am so frustrated as this tells me the agent whom assisted me did not do her job but instead wasted my time the day we spoke.

I will be forced to take this further as you clearly do not care about your clients but instead the money we bring in????

I am sure this is not the first time you fool your customers!!!

What’s worse is that since I’ve brought this up, nobody at the branch seems to care or find the urgency to investigate and assist. Truly upset and disappointed customer!