CP
Caroline P
1 reviews | Active since May 2022
29 May 2026, 13:55
Requiring Assistance urgently from Virgin Active/Poor Service
No assistance regarding a debit order that will go off after cancelling because of a valid medical reason/ very bad poor service
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Regards
Caroline Ponnen
***
Caroline P's updateReviewer Update
29 May 2026, 13:56To whom it may concern
I am writing this email to express my frustration yet again with Virgin Active, I'm currently on a month to month membership because I've been with Virgin active for over a year now
I have been unwell for some time recently and called in to freeze my account a few months back which was granted to me, however unfortunately I had to undergo an operation last week hence I'm medically unfit to attend Gym and make use of my benefits so I'm left with no choice but to cancel my membership
I called Virgin Active Conubia and spoke to a consultant, he advised that I will still be debited in June even if I cancel which is not acceptable, how can I pay for something that I'm not using especially when I have proof that I'm not well and have proof from my doctor? Upon speaking with this consultant, I was given the head office number which I did call, I was told that I'd be debited for around R610 in June even though I've cancelled, I don't have that kind of money to waste as I've also had to pay medical bills, this is honestly be Rs y frustrating.
I immediately spoke with the manager(Thobile) and she advised that I should send all proof of my hospital stay, medical records etc.. via email and she will liaise with the regional manager, she also advised that I may be fully exempted from the debit order/ I may pay a certain portion but she will try and assist me, so I really honestly re**** on her word. I sent her the email after speaking to her on Wednesday and I've been calling Virgin Active ever since, Thobile did confirm that she received the email and that she sent it through but she hasn't gotten any feedback, today is Friday(29/05/2026), the debit order is set to go off on the 2/06/2026, there's no feedback and I'm unwell, resting at home after my op and still having to stress about this which is unacceptable. I've called numerous time again and I can't get a hold of Thobile, she's now not answering/not calling back and not responding to my emails.
I demand immediate assistance, I'm also putting this on HelloPeter since no one is attending to my query.
Regards
Caroline Ponnen
***
CP
Caroline P's update29 May 2026, 13:56
Reviewer Update
To whom it may concern
I am writing this email to express my frustration yet again with Virgin Active, I'm currently on a month to month membership because I've been with Virgin active for over a year now
I have been unwell for some time recently and called in to freeze my account a few months back which was granted to me, however unfortunately I had to undergo an operation last week hence I'm medically unfit to attend Gym and make use of my benefits so I'm left with no choice but to cancel my membership
I called Virgin Active Conubia and spoke to a consultant, he advised that I will still be debited in June even if I cancel which is not acceptable, how can I pay for something that I'm not using especially when I have proof that I'm not well and have proof from my doctor? Upon speaking with this consultant, I was given the head office number which I did call, I was told that I'd be debited for around R610 in June even though I've cancelled, I don't have that kind of money to waste as I've also had to pay medical bills, this is honestly be Rs y frustrating.
I immediately spoke with the manager(Thobile) and she advised that I should send all proof of my hospital stay, medical records etc.. via email and she will liaise with the regional manager, she also advised that I may be fully exempted from the debit order/ I may pay a certain portion but she will try and assist me, so I really honestly re**** on her word. I sent her the email after speaking to her on Wednesday and I've been calling Virgin Active ever since, Thobile did confirm that she received the email and that she sent it through but she hasn't gotten any feedback, today is Friday(29/05/2026), the debit order is set to go off on the 2/06/2026, there's no feedback and I'm unwell, resting at home after my op and still having to stress about this which is unacceptable. I've called numerous time again and I can't get a hold of Thobile, she's now not answering/not calling back and not responding to my emails.
I demand immediate assistance, I'm also putting this on HelloPeter since no one is attending to my query.
Regards
Caroline Ponnen
***