Refund My Money Virgin Active Rooihuskraal

On the 8th of August I visited Virgin Active Club at Rooihuskraal. I was then assigned to a consultant/rep called Madimetja. During the process of enquiry, I was advised of a sign up fee I would need to pay in order to get membership. I advised Madimetja to halt the process and I would need to come back at a later date to decide if I want to move forward with joining the club. Madimetja said he would speak to his manager to see what can be done for me. He came back advising I would need to only pay R199 to join and then after a month come back and sign up with my Vitality in order to get the discounted membership fee. I then paid R199 x2 as I would be paying for me and my spouse.

On the 26th of August, I had R2 280 debited from my account. I immediately contacted Madimedtja to ask about the debit order who informed me to come to the club. I went to the club the following day and spoke to him as well as the sales manager. I also called customer care line. I had not agreed to sign up for any membership and had not consented for my banking details to be used as I had stopped the sign up process. Any payments I made to Virgin active were by card therefore they had no authorisation to use my bank details or take money from my account.

I spoke to the sales manager, Goodhope, who advised he would speedily have my matter resolved. He advised he will correctly the Vitality sign up and I can take up membership. I paid sign up amounts with my bank card, on the 27th for 2 people and membership was activated with Vitality. Goodhope sent a confirmation email of our discussion and agreement that at the beginning of the month of September then the membership fee would be debited. I would also received my refund, within 3-5 days from the 27th of August.

As it stands my refund is still not processed. When I call today I am advised its declined and needs to be resent. I sit inconvienced again due to issues not of my own causing. Virgin active has received payments now on 3 occasions from me yet they fail to resolve a matter caused by Madimetja. I spoke to Goodhope in good faith after he assured me he will resolve my matter and I must still join the gym. However nothing is resolved and might be stuck on a contract with a gym membership that has started in bad faith. I want my money back asap. I wanted the 3-5 days as written in your emails. Now I am getting told to wait 7 - 10 working days by your call centre for the matter to be resolved.