unallocated payment of funds to account

Dear Sir/Madam,

I am writing to formally raise a concern regarding an unresolved payment issue on my account, as well as the handling of the matter by your staff.

I initially contacted the call centre regarding a payment that had not been allocated to my account. I spoke with a consultant named Nosisa, who requested that I provide proof of payment. After submitting the requested documentation, both Nosisa and the General Manager at Virgin Active Braamfontein, Mr. Vick, advised that the payment reflected on my bank statement had not been received by your system. However, my bank has confirmed that the debit was successfully processed.

I was subsequently assisted by MR. Sharm Davids, who indicated that he would investigate the matter further and return my call. Unfortunately, I have not received any feedback to date. Due to the lack of resolution, I was compelled to make an additional payment of R596 in order to regain access to the club, despite repeatedly explaining that the amount had already been debited from my account. This has now resulted in my account reflecting a credit balance. The original payment in question remains unallocated, and my account is currently reflecting an outstanding premium. This is incorrect, as I had previously made arrangements to settle outstanding amounts, which were duly paid.

I am concerned about the apparent lack of communication and resolution in this matter, and I request that it be addressed urgently. Specifically, I ask that:

The unallocated payment be traced and correctly app**** to my account My account balance be reviewed and corrected Confirmation be provided once the issue has been resolved

I trust that this matter will receive the attention it requires and look forward to your prompt response.

Kind regards, Don mathews