POOR SERVICE VIRGIN ACTIVE SA

I had a Black Friday special last year and just before the contract ended I was contacted by 2 different consultants from the virgin active head office in Cape Town, where they indicated that they don't want to loose me as a client. They said that the existing contract wont be cancelled and will be treated as uncancelled. Everything will remain as it was. The main reason I took the black Friday special in 2022 was because it was a premier contract and in my line of work it was just perfect for me. After both of them explained everything to me and I also made sure that it remain unchanged including premier they agree that nothing will be changed. I went to the Northgate gym to get a new card, as I was handed a new premier card and for that I was super excited. As I never used the Northgate gym as I live 40km away from there. On my visit to another gym I was informed that I don't have a premier contract and I can only use the Nortgate gym. This came as a huge surprise and huge shock to me. I felt so embarrassed / fooled and played. This was not professional at all. After that I have emailed both the consultants in early December 2023 and till now no response from none of them. Then after that I emailed the Head of Customer Service @VirginActiveSA regarding my situation and by no surprise no response either. I also send my complaint to *** on the 1st of December 2023 and got a response from them as follows; Thank you for reaching out to the Virgin Active Customer Service Team. One of our team members will be in touch soon. Depending on our current volumes, we aim to respond to you within 48 business hours. I am still waiting but no response as well.

I mention all of this as I do have proof of all the correspondence that can back up everything I have mentioned here. I am forced to cancel my gym contract for the only reason no one care to response to rectify their mistake. Shame on you Virgin ActiveSA.