Poor client experience

I wish to complain about the appalling treatment I received from Virgin Active.

1. Your organization attempted to debit R1200 from my bank account on the 1st of November 2021 without prior notification and the debit order returned unpaid. The amount that was supposed to be debited was R240 which was available. Few days later I received an sms whereby your organisation was apologizing for an incorrect amount debited. Following the R1200 debit order I contact Virgin Active and I spoke to an agent/consultant by the name of Juan Valentine, I explained the reason for my call (please refer to your call recording) he promised to escalate my query pertaining Discovery vitality and I did explain to him that my Discovery vitality is enforce there's never been a break in cover. 2. Furthermore, when I learned of the 2nd debit order R1200 that has led to 2x unpaid bank charges I contacted your company on the 16th of November .Upon calling your company I was sent from pillar to post by different agents/consultants. At some point I spoke to Charlene Mtasa and she had no interest in assisting and she transferred me to customer service, I suppose that's the inefficient process she was following as an employee( please refer to a call recording). 3. I spoke to another agent/consultant by the name of Nadine Samson( if i got the name correctly) again I am explaining my problem and he explained that there is a system issue hence your organization attempted this debit order. We also discussed the vitality and I explained to him that my Discovery vitality is in force. He further suggested that we contact Discovery Health and I didn't have a problem with that. While he was attempting to contact Discovery Health we got cut off and he never tried to call me back. 4. Another attempt to contact your call center/customer service, your agent Shanice takes my call, I've asked her name and surname and she was glad to give me her name but not her surname ( Bear in mind that your organisation does not provide us with a reference for the call, at least I could use her name and surname as a reference point). This is where our conversation went pear shaped. (Please refer to the call recording)

Despicable telephone etiquette I asked her to speak to any of the managers available and she told me all the managers were in a meeting. I insisted on speaking to someone senior to no avail. Our conversation went on and on without an amicable way forward. She was very rude and disrespectful as if she was doing me a favour to attend to my query or my request to speak to a line manager. This call was very unpleasant, undermining and degrading me as a client. On the same call she put me on hold and I asked her why she couldn't answer me instead it turned out to be another argument over and over again. She placed me on hold without my consent for about 7-15 min. If I am not exaggerating, I kept on saying hello and I realized that I was alone on the call. This particular individual I cannot find words to explain her horrible client service. Please listen to the call recording and hear how I was treated while I have been sent from pillar to post. I am not in position to dictate how you run your business especially in trying times like these due to the pandemic. Whereas our fellow South Africans have been retrenched and some businesses closed. This is the time for South Africans to rebuild our country's economy and socio economy amongst other macro environmental challenges we are faced with during the Covid 19 pandemic. This individual used degrading words such as "ARGH" and I asked her if she was saying "ARGH" to me she said no, she just received an email from a colleague. Clearly I am not important in her world and your organization. I am probably one of those annoying clients. I tried again to contact your organization after my call with Shanice went south. The call was answered by Shanice again. Not a great client experience