**** poor Customer Service & No Respect for client confidentiality

In August 2019, i went into Virgin Active to Steenberg to sign up with my daughter as i was looking forward to begin a healthier Fit Lifestyle, The salesman Yusuf was more than happy to assist , he requested all my personal details ect, further to that he asked which plan i would like to join on , and I Explained that i only needed to Gym near home and should i ever travel for work, due to the Nature of the industry i am in , i would NOT need to gym as i will always be accommodated with Fully equipped properties, I explained to Yusuf That i am with Discovery however not on Vitality as yet , the Vitality would be active as of the 01.09.2019, he stated that this was not an issue what his going to do is as soon as the Vitality is active he will swop over in order for my installment to be lowered,Further to that i requested that My Daughter be registered to Club V as i am a single mom and she will always be with me in the GYM, Yusuf made a copy of my Daughters birth Certificate , i then left and my package which i joined on was the first month free basis which entailed that my first installment was due at the end of September 2019.

31.08.2019 - Being A saturday, i took my daughter with me as per my understanding everything was in order however i quickly learnt that my daughter was not registered for Club V as i had to explain to the Receptionist that all the paperwork Including my daughters Birth Certificate was given to Yusuf and he advised that everything was in order(NOT ONCE MENTIONED SHE NEEDED A CLUB V CARD)

September- Vitality was activated and i tried to contact the call centre to do the swop however they advised that it needs to be done at the Gym where i signed up, which was perfectly fine based off the conversation had with Yusuf this was a simple swop.

06.09.19 - I went to the Gym and requested someone to assist me with doing the swop, i was advised that nobody is available to assist as it was after 6 and the sales team had left however they would take my number and have Yusuf call me.(Never happened)

14.09.19- Once again this was a Saturday and my daughter would be going to club V however once again , the reception advised me that my daughter has not been signed up with club V however she would take a copy of her Birth Certificate (AGAIN) and have one of the sales people do this for me as well as assist me with the Swop from a Public Membership to Vitality *Club V was under Renovations thus my daughter was watched in the kiddies corner*, so i have no hassles in the future. ( DID NOT HAPPEN)

20.09.19- I went in to the gym at this point i was extremely annoyed as i have now requested assistance so many times however Justin came down to reception and had a look at membership , he explained that the Debit order was already in process however there would be a refund once the first Installment goes off and i can then settle the Vitality Joining Fee of R1200.00 (DID NOT HAPPEN)

06.10.19 I went into the Gym with my daughter as it is the Weekend & Once again had to explain that my childs birth certificate was handed over TWICE copies was made and it still has not been addressed however the Manager at Club V assured me that she will look into it and give me feedback on Monday Morning first thing, the lady the called me the next day and advised that my childs birth certifcate cannot be located and this would entail i do a new membership for my daughter. Upon leaving the gym i requested the Facility Managers email address & Sales Manager's Address.

08.10.2019 - A lengthly email addressed to Tauriq Sampson & Andel Klaasen was sent. Tauriq responded and stated he will look into my query and give me feedback

10.10.2019 ( Follow up Email Sent, No Response)

13.10.19 Was at the Gym ,(Nobody could assist & Once again i had to explain the above all over again)

22.10.2019 , Yet another Lengthy email to both gentlemen being Managers who oversee the Facility & the Particular Sales Manager who has given me complete run around & inconvenienced me as a client, You would think that they would by Now would have made contact NO!, They had Yusuf Call me who then advised he had clean forgot about my refund at which point i told him i do not want to deal with him i would like Tauriq or Andel to call me back (Did Not happen)

26.10.19 I had Jene from account call me to advise me that i infact im incorrect as i never came in to do the vitality swop, which i completely disagree on based on all my attempts previously, i as the customer was incorrect even though from the get go i was sold something i did not need at a higher installment unnecessarily as i did not need a premium membership however i advised her that i did not want to deal with her and i want to speak to Tauriq or Andel however she advised they were going to come and seek her assistance with this regard anyway.

They then requested i come in on the friday 25th of October however i was unable to make it due to work, i went to meet with Tauriq on Saturday 26th, where he then sent Yusuf down to assist me! as he was busy in the office, i then advised Yusuf that i did not want to deal with him and he should get Tauriq... And Finally

Tauriq came down and we unpacked this whole inconvenience with Yusuf present , he then advised Yusuf that he may excuse himself , i then advised that i would actually like to cancel & get this over as i cannot deal with this any longer, he explained that his not in office most of the day hence they have an admin team & Andel is always busy with client & meetings , so what am i?obviously not a valued client, Tauriq only apologized when i pointed it out that he as a Manager is responsible for his team and being in the service industry myself & a Manager it is of utmost importance to at least be empathetic towards the client, he was unaware that my daughters birth certificate was copied twice and now is completely missing however he would look into Monday as soon as his Admin is back in along with my request to cancel.

Monday 28.10.19, Tauriq advised that his admin was out of office & would get back to me latest Tuesday 29.10.19.

Tuesday 29.10.19 - No Feedback

Wednesday 30.10.19 Email advising that they are still awaiting feedback with regard to my cancellation & will advise the Minute he receives confirmation.

To Date No feedback, and yet again the installment has gone off, lets reiterate on all that has occured.

1. I was signed up for something i did not agree to "Premium Membership" 2. I was then accused of not coming in and doing the swop 3. My Daughters birth Certificate was copied twice and was found in one of the Admin files. 4. The Respective Managers who oversee this entity should be relooked at as a whole as it is pointless having Managers who are unable to one Manage their staff and assist the clients.

I want to be refunded and i want my contract cancelled before i take this matter further , needless to say i will never recommend anyone to use Virgin Active Steenberg Cape Town.

You Cannot consider yourself a flagship entity when you have no sense of customer service