REFUND NOT BEING PROCESSED!!

I have been a loyal virgin active member since 2009. I have never had any problems with their service until the beginning of this year! What I have experienced over the past 3 months has left me with a sour taste in the mouth and to be honest, I doubt I will ever become a virgin active member again.

In 2020 I signed up for the young professional membership that virgin active offers. In 2021 I turned 26 thus disqualifying me for the said membership. During December 2021 I got an email informing me that my membership fees would increase by 10%, but I noticed that they had worked on the professional membership fee instead of the club national membership fee which I now qualified for. So I called Virgin active to ask them whether if I would still be paying the professional membership fee even though I am no longer under the age of 26? the lady said yes they would keep me on current membership fee.

at the end of January, to my dismay, they had debited the club national membership fee instead of the young professional membership fee as promised. I obviously called the customer care line again to enquire about this and I was told that it was an administrative error and I was given the option to ask for a refund to my bank account or for my membership account to be credited. I asked for my membership account to be credited and the lady said she would make a note of that.

at the end of February the debit order came in and nothing had changed! my account was not credited and I was still paying the club national membership fee instead of the young professional membership fee. This made me furious because I was being given the run around! no one was giving me straight answers therefore I asked for my membership to be cancelled and the R400 plus difference for February and March to be refunded. This refund request was made on Tuesday the 2nd of March 2022, the customer care agent said he would call me back Friday the 4th of March 2022, when he has received the call recordings of the promises made to me during previous calls. However Friday I never received this call so I called back Monday (7th of March 2022) afternoon. The agent on this call informed me that the agent whom had helped me on the 4th of March 2022 has logged a refund but only for the month of March??!! Even though I was clear that I wanted a refund for February and March. after raising the issue of the February refund, I was told that I would get a call on Tuesday the 8th of March 2022 at 10 am. needless to say, I did not receive this call. So later on during the afternoon I called them only to be told that the agent dealing with my case was out of the office.

I never thought I would receive such treatment from Virgin active, Its abundantly clear that their customer care agents do not care and call recording are basically useless hence agents can promise lies without any fear of consequences. I am bitterly disappointed.