Request for Immediate Membership Cancellation Without Fees Due to Misrepresentation

Dear Virgin Active Team,

I hope this message finds you well.

I am writing to formally request the immediate cancellation of my Virgin Active membership without any cancellation fees, due to being misled during the sign-up process by your sales representative, Charlotte.

Before signing the contract, Charlotte informed me that I qualified for a 20% discount as an MTN employee. She further advised that if I had a Discovery product, I would qualify for a 75% discount. I informed her that I have a Discovery Bank account, and based on that, she assured me that I qualified for the 75% discount. She calculated the monthly cost to be approximately R250, which I confirmed I could afford, and I proceeded to sign the contract based on that understanding.

Two weeks later, when I inquired if the discount had been app****, Charlotte then mentioned I needed to pay R699 to activate Discovery Vitality—information that was not disclosed at the time of signing as I was told I need to visit the gym 4 times a month to activate vitality. I decided to contacted Discovery directly to find out about vitality, I was informed that in order to qualify for Vitality benefits, I would need to have either a Discovery Medical Aid or Life Cover policy, which I do not, as I already have medical aid and life cover through my employer.

Charlotte later suggested I take out a Discovery Life policy solely for the discount, which is not a reasonable or ethical upsell after the contract was already signed.

This entire process has been misleading, and I believe that, as a professional sales consultant, Charlotte should have given me complete and correct information before signing me up. Had I known the full requirements, I would not have agreed to the contract.

I therefore respectfully request that my membership be cancelled immediately without penalty or cancellation fees, as I was misled into signing under false pretenses. Please find attached supporting screenshots of my communication with Charlotte for your reference.

I appreciate your prompt attention to this matter and await your confirmation of cancellation.

Regards Nokuthaba