Persistent Billing Errors and Unresolved Issues at Virgin Active Gym Roodepoort (Constantia)

Initial Issue: I am writing this complaint to bring urgent attention to a series of administrative and billing errors at Virgin Active Gym Roodepoort (Constantia). I am a Vitality member, and as such, I am entitled to a discounted rate on my gym membership fees. However, since January 2023, I have been consistently overcharged, with monthly deductions of R912 instead of the discounted rate of R152.

Timeline of Events: 20th January 2023 to 20th October 2023 (10 months+): Billed R912 each month (incorrect rate)

Actions Taken: I have already physically visited the gym to address this issue. During this visit, the representative acknowledged that the original linking of my account to Vitality had been incorrectly done by an employee who is no longer with the gym. I was promised that the internal department would look into the matter for necessary reimbur*****ts.

Contract Cancellation: Due to this ongoing fiasco and the lack of an effective resolution, I informed the gym representative that I wish to cancel my contract. While I was advised of a cancellation charge, I maintain that this charge should be deducted from the amount that is to be reimbursed to me, which is approximately R5600.

Updates: Despite these discussions and assurances, I continue to be billed R912 per month. No corrective action has been implemented, and my account is still being debited erroneously.

Legal Reference: This series of events may be in violation of Sections 14 and 20 of the Consumer Protection Act of South Africa. If this matter continues to go unaddressed, I am prepared to take legal action.

Demands: An immediate internal investigation into these billing irregularities. A prompt refund of the overcharged amount, which is approximately R5600. The immediate cancellation of my contract without incurring additional charges, or alternatively, deduction of the cancellation charge from the amount to be reimbursed to me.

Next Steps: If these issues are not resolved to my satisfaction in a timely manner, I intend to escalate this complaint by seeking intervention from the Consumer Goods and Services Ombudsman.

Virgin Active Gym Roodepoort (Constantia) must treat this matter with the urgency and seriousness it deserves. The lack of responsibility and customer service has been disappointing, to say the least, and I expect immediate and appropriate action.