This Is Not A Customer-centric Business

In short. This is not a customer-centric business. They only care about their bottom-line and that's it. I would highly recommend looking at alternative gyms like Viva Gym before supporting Virgin Active.

I recently cancelled my Virgin Active contract because I did not want to support a business that charges you an amount just to switch to a different branch.

I had to pay a penalty because I still had a couple of months left on my contract - which is fair. I got the outstanding amount and requested that I pay it over two months which wasn't a problem.

Then they just went ahead and deducted the full amount of of my account after I've checked multiple times that the payment schedule was in order.

I tried to reach out to them again, but they simply ignored me. I finally got a response from Robyn Speelman (Customer Resolutions Specialist), who told me: "I will get the management team at our Contact Centre to look into this and we will revert back to you soonest." Nothing came of that.

Case: nOhGzb, Ticket: gPx9fj

Today 22 Oct I received a call from Virgin Active wanting to know about my experience. I kindly explained to them my disappointment only to have the phone be disconnected after I was done. No attempt to try and call me back.

I'll be following up and requesting the recording.