Poor Service & Theft

Due to me changing jobs and medical aids, Discovery Vitality had terminated mine and my families membership at the end of April 2021 and I was advised that I needed to sign up new membership.

After making some inquiries on new membership for my family and I decided that since i was no longer getting the 75% Vitality discount that i would only take out a new membership for myself as I could not justify paying full membership for my wife who never uses the gym other than bringing my kids to swimming once a week.

Due to their systems being down as a result of a Cyber attack, i was informed that they were unable to process any new memberships but I continued to access the gym daily for myself. I have been debited R1100 since May 2021 which I assumed was for me as I was the only person in my family accessing the gym. While awaiting confirmation on when I could sign up the new membership I then joined Momentum Multiply in order to leverage their VA discount for myself.

In June R1100 I was debited again and assumed this was for myself as i was only person in my family accessing the gym. At the beginning of June i was advised that I can sign up the new membership so within the first week i signed the new membership.

Little did i know that from the beginning of July until now I am being debited twice (R1100 & R1200) and at no point has my momentum multiply being deducted. In addition, upon signing the new membership i was also advised that I would receive 2 months free membership and the multiply discount would be backdated and credited on my account. Needless to say, this was not the case and the wait continues.

I have tried following this up with the Sales Rep, Club Manager and multiple contact service agents but there is never ever follow through from any of the VA active staff. I have explained my case now to at least 6 VA staff and all of them tell me "its out of their hands" but never has any one followed through and tried to expedite this.

A good few thousands later, lack of feedback and no end in sight the wait continues. What would it take to get some service from a company that I have been a loyal member of for over 15 years.

This is completely and totally unacceptable. HELLLPPPPPPPPP!!!!!!!!!!!