Poor Service and Billing Issues

To Whom It May Concern, I am writing to formally lodge a complaint about the ongoing issues I have experienced with Virgin Active. Since the beginning of this year, my Virgin Active debit order has consistently failed to go through. To avoid any disruptions, I have made it a point to deposit my monthly payments directly into your account and forward proof of payment via email to one of your team leaders, Sharm Davids. Despite this, every month, I endure the frustration of having to explain myself at reception and present proof of payment just so that my wife and I can access the gym. Sharm Davids has never acknowledged my emails or had the courtesy to respond, leaving me without any resolution. Additionally, I also pay for my wife’s membership, and while my policy always remains in advance, her funds are never allocated correctly. If it weren’t for the friendly staff at Horizon Virgin Active, I would have canceled my membership long ago. My wife is particularly fond of the gym instructors there, especially Eric Peele, which is one of the few positives in this ordeal. Frankly, if it was not of the good service i receive at the gym, I would not have hesitated to cancel. I demand that this matter be resolved immediately. If Sharm Davids is unwilling or unable to assist me, I request to be referred to someone who can. I urge you to: 1. Review my case and all the emails and payments I’ve submitted since January. 2. Listen to my call records from the past six months to understand the frustration I’ve faced. 3. Provide a clear explanation as to why this issue persists and what will be done to fix it. 4. Confirm whether I should seek better service elsewhere if Virgin Active cannot resolve this. As a loyal client, I have tolerated this unacceptable experience for **six months enough is enough**. I expect a prompt and satisfactory resolution. Looking forward to your urgent response. Sincerely. Tshepang Sebolai Membershib number ***