The worst after service

I am sitting with a problem that I hope you are able to assist me with. I signed up as a member in August 2021. The consultant I dealt with (Luvuyo Parow branch) sold me the policy based on inaccurate information after understanding my requirements for this contract. He promised me that I would have premium access at club member rates during lockdown for an indefinite period until there are zero levels of lockdown . For the months of August and September I enjoyed this luxury and on the 1st October we entered level 1 lockdown and my premium access has been downgraded to a normal club membership. I understood that I only had a club membership and under normal conditions I would only have access to Parow. His promise of zero lockdown = club membership access is where my problem is, I have not been to gym since Oct and won’t be going for as long as my contract is. I therefore would like to cancel this contract with immediate effect and be compensated for the months of Oct and Nov collections.

I joined through Luvuyo who works at the Parow branch. He was calling me for months to encourage me to join. Initially I wanted to join alone but then my daughter wanted to join as well. I made it clear that we will be gyming together as she is only 14years old. We set up our appointment at N1 city branch during the month of August as this is the most convenient gym for us to go too, we started going the day after we joined. For more than a month our cards did not work and we had to be let into the gym by the receptionist, my first debit order collection took place at the end of Oct. This was the start of a bad experience with Virgin Active.

My daughter did not want to go to another gym and neither did I as this is not what we signed up for. We joined the gym at a time where it was convenient for us and the promise that this convenience would last for at least a few months until there is zero lockdown in place, if what the consultant said was true, we would still be enjoying the benefits today.

I need to stop these collections from going off my account and I want to be reimbursed for the month of Oct and Nov please, I do not want to be charged any penalties and would appreciate assurance that your consultants go on proper training about your policies and procedures.

I have dealt with a list of people below and have the timestamps and details of the conversations we had:

Tracey Lee Delport – Not willing to assist me on my non-negotiable terms, she is sending me a confirmation of our discussion we had 2Dec21 (nothing received to date) Roshe – Also not willing to assist me with my non-negotiable terms, not a professional person to deal with Mongi – Multiple messages left for him to contact me, he never did (before and after his accident) Nigel – Promised to let Roshe call me, I had to call back 3 days later to hear Roshe did not get any message from him Luvuyo – Salesperson that sold the policy, also left messages to call me back after lockdown level 1 was introduced and never heard from him to date