Shockingly poor service from reps to managers to admin to call centre

On the 13th of October I asked at Wembley Square that my account be linked to Discovery.

I was helped by Thabang.

I told him clearly I also wanted to join the national plan.

He told me to pay R 1100. *I took out my card and paid R 1140. In his presence.* The next day I came to Virgin and my card didn't work. I left multiple messages for Thabang to call me but he didn't. After a few days I got a hold of him but he couldn't sort it out. Between the 13th of October and 27th of October I had the embarrassment of having to explain to each and every operator that my account is paid and up to date and something must be wrong on their side. Eventually I got a hold of Thabang who said I must come to the gym. On the 27th of October I was told to pay another R 110. Apparently Thabang had made a mistake. I took out my card and paid R 110. In his presence. Subsequently I went to the gym again. At each and every entry to the gym I was declined access.

I told this to Thabang on multiple occasions but eventually he blamed Admin. He said they'll sort this out. I waited a few days but my card still didn't work. Eventually I tried to get a hold of "admin" but it was very clear that they were avoiding me. I even waited for reception and saw them tell someone they can't sort it out and I must come back. This is such extreme unprofessional behavior. I specifically asked at reception to speak to the admin but was brushed off. This is called lack of accountability.

At this point I contacted the GetInTouch email address at Virgin Active. What an absolute horrible waste of time. Go and look at my record of emails. You guys are pathetic with your responses. In fact, you either don't respond, and when you do, the answer is so shockingly unprofessional it's a joke. There is no follow up. Your call center has ADHD because nobody can take a case from inception to fruition. I doubt if you even have a proper ticketing system.

By this time, I had also contacted the manager of the gym but as expected they never got back to me as well. I left specific instructions that the manager Craig of Wembley Square must contact me but no one ever called. This is called lack of accountability by a senior manager.

Anyhow, this sorry saga goes on and on and I am embarrassed every time I go to the gym because I have to negotiate my entry.

I take a break and in January I try to resolve this again, at the gym. This time I get someone who actually wants to help and who wants to get back to me. Now Shuayb is on the case. I feel confident. He tells me he'll sort it out. He’s friendly and kind.

In the meanwhile my debit order goes off but then I get an obscure demand for money. I tell Shuayb who is just as confused because he sorted it out. He had me cancel my old contract and reallocated the funds.

I go back to the gym. My card still doesn't work.

Yesterday Shuayb told me again, he has allocated the funds and my card will work.

Today someone from your call center has the audacity to call me and ask for money. Go and listen to my recording. They put the phone down in my face when I explained the situation and asked for an escalation. I am reporting that person for shocking service and inability to escalate an important ongoing issue.

I have tried around 20 times to sort this out and this is completely unacceptable. I am talking around 20 different discussions with at least 6 different people, at the gym your ****ndous call centre.

Here is my advice:

Close your business and close your call center. Send everyone on basic business training.

Take your managers and your staff and retrain them on how customer services work. The 101s of follow up. Get a proper ticketing system and install a follow up manager.

This devolved idea of sending difficult problems to branches isn't working. Get a national manager that can handle escalations.

Your call center is broken. Your business's customer service is a hellhole and you guys have some extremely serious problems with sorting out problems.