Poor customer service

Item: Virgin Active South Africa
Rating: 1
Author: Alzaan P

I am a student who joined the gym in 2015. I then decided to cancel my membership with the gym seeing that I am always busy studying and can't quite get to the gym. I then asked for advice as to how I would handle the cancellation. I got a lot of different answers from different levels of management, which was not very satisfying and very unprofessional. Finally head office advised me to freeze my membership and only pay the half of my monthly fee for as long as the freeze was on my account and then when the freeze expires, I could pay that what was left in order to cancel the membership. I then already gave them notice that I would cancel my membership when the freeze expires. So I paid and then finally in 2016 the freeze expired and I paid what was left. I cancelled the membership as planned and made sure to ask that, that was it and that I have nothing else to pay or whatever may be and the person who helped me, assured me that, that was it and that it is cancelled. After that, the gym still deducted money from my bank account. I went to the bank to reverse the transaction and that the money be returned into my account. the transaction was reversed and I got my money back. After that, consultants from head office of the gym contacted me to inform me that I am liable for the amount I had reversed, because I did not give them 30 day's notice (according to the receptionists at the gym, 20 day's notice) before cancelling the membership. I beg to differ seeing that they knew that, that was my intention from the beginning of the "freeze". So basically I gave them a long enough notice. I know for a fact that the calls are recorded and with that there is proof of consultants who told me exactly what to do and who made "notes" on the system. It took me a while to come to a solution as to how to go about this. I figured that this was my last hope. Financially Victimised Student****

Helpful (0)

Replies (0)