Sad situation with Virgin Active

It is with great regret that I type this review considering all the time and money spent for more than 8 years committed to Virgin Active.Virgin Active has been my fitness centre of choice and I would promote they're facilities and service to my entire circle of family and friends,as I am an everyday,early morning trainer.

However,on the month-end of June I made an EFT payment to the organization of R990 and sent the confirmation of payment as instructed by the club Receptionist/Captain, to they're collections/accounts department,after sending the correspondence I called the collections department and was assisted by a lady named "Nuraan Domingo",who acknowledged receipt of my email and advised that Virgin Active has been "hacked" therefore they couldn't allocate payments(This was another cause for concern that if they are hacked,then my personal information could be exposed and it probably is).

Another debit order collection was executed on my account on the 15th June 2021 without my authority and/or consent even though I had already made the EFT payment to them earlier in the same month.

The part that is of most inconvenience is the part where Virgin Active still received an additional month-end payment at the end of July as well yet when I attempt to enter the club,I am blocked at Reception(this is a huge inconvenience not only to me but my fellow club colleagues as reception has to over-ride my access every time).

I then made another call to the collections department and this time to be assisted by "Lesley Faro"who in my opinion came across as rude,impatient and detached from my concern.

Lesley instructed that I resend my confirnation of payment,I inturn sent her the entire paper trail from inception of my enquiry to also show Lesley how long the issue has not been resolved.

Lesley Faro did not get back to be for 2 weeks,only to respond yesterday afternoon with an email dominated by Capslock,only my title "Mr" was typed in the correct ettiquette,implying that Lesley was "shouting at me"(that was sad),acknowledging my payment again, yet the my account is still not up-to-date as I still have to produce her email to gain access,a process of which I have been doing for the past 3-4 weeks as a similar email was initially sent by "Nuraan Domingo",who till this day was not given me feed-back and/or courtesy call to calm the situation.

I live in the Durban,Westville area and am now considering neighboring gym clubs in par with Virgin Active facilities as the Virgin Active staff,mostly the "collections department" are portraying an "Ï don't care attitude"

PS: I was really impressed with Virgin Active during the 2020 lockdown when they froze our monthly debits,but this experience has cast a dark shadow on my perception