Terrible sales service

Hi Virgin Active team,

I am unfortunately writing this due to the terrible service that I have received from Virgin active.

Due to issues on my contract we unfortunately had to terminate and resigned recently.

I dealt with a sales person from Ballito Virgin Active named Jessica , I will provide full name on request.

When I enquired about rejoining Virgin active there was a promotion running where I got my joining fee back if I paid with discovery bank and that is what I did when I went the following month to join Virgin active.

I went to Virgin Active Ballito and signed the contact the and paid for the arrear fees with my Capitec Bank card , I paid the joining fee, to Jessica as she was handing the speed point at the time , I used a Discovery bank account to do this as Jessica told me that I would be paid back the joining fee.

My husband and child were signed up and everything was paid and I waited a few days and the joining fee never got refunded to my discovery account.

I messaged Jessica and she told me I will need to call Discovery Bank and I did , they said this is a Virgin active issue and I need to contact Virgin Active.

Fast Forward to 15 days later, Jessica ignores me on whatsapp and after avoiding my husband at the gym when he sees her and tries to speak to her she now wants to deny that she ever said that the joining fee will be refunded.

I am obviously very upset so my husband went to her sales manager at Ballito Donovan (Surname will be provided on request) he was evasive and eventually when my husband did speak to him he kept pushing the matter , first he said that he will sort it out with Jessica then he tells my husband that he will cancel our contracts and refund us the joining fee.

I am a long standing client at virgin active and this service is the worst we have ever received from Jessica and her manager's attitude is terrible.

I am not writing this about the joining fee at this point but the evasive , I dont care attitude and after sales service from both Jessica and her manager Donovan are terrible and leave much to be desired and the lying just to get clients is really what is terrible.

There is a lot more I would like to say but I would prefer a telephonic conversation.

I would like this to be my formal complaint against Jessica and Donovan, I have evidence if this needs to be backed up. I have conversations between Jonathan and Jessica on whatsapp.

Kind regards, Mrs S Nundlall