Ridiculous experience

I’m writing to explain the bad experience I had at your branch Virgin Active (Glen Acres) 18/MAY/2022. While tagging my membership card I was told by your employee Refiloe that my account is in arrears. I told her that was not the case it was already sorted two days ago with your head office with Palesa and was advised everything was updated for the day already. I didn’t go to gym on the day hence I was sure this was the case.

Nevertheless Refiloe insisted I must call the head office myself because the system says so. I refused to & asked her to do the calling herself since it’s an internal call & the system issues that don’t update on time can’t be my problem. She refused. We had this exchange with me also refusing to call Cape Town again at the reception area while other members were tagging in.

It was appalling to see an employee of such a reputable brand like yours behave like that. I have been your member as long as I can recall and I have seen how other agents or employees handle such. They verify what you tell them and acknowledge what you say you have done, not being blocked at the entrance being asked to make unnecessary calls.