Unauthorised Cancellation of my membership ***

This is my second complaint after Virgin Active failed to give a response to my query regarding cancellation of my contract with my authorisation. I will not stop posting my frustration until someone takes responsibility.

Dear Virgin Active, I am writing to express my absolute dissatisfaction and frustration regarding the unauthorized cancellation of my membership. It has been three weeks and the matter is still being investigated yet my accounted is being debited as normal. That is tantamount to theft.

Discovery Vitality have stated they did not request for cancellation but they received a notice to cancel my contract from head office. Who authorised this because it certainly was not me? At no point did I request or authorise the termination of my contract. My account has been fully up to date, and all debit orders have been processed without any issue. This makes the cancellation not only unjustified but completely unacceptable. It has now been close to three weeks, and I am still without a clear explanation or resolution. The lack of urgency and accountability in addressing this matter is deeply disappointing and reflects poorly on your service standards. Quite frankly, this level of inefficiency and disregard for a loyal member is unprofessional and unacceptable. I require immediate answers to the following: Who authorised or processed the cancellation of my membership in February this year? On what basis was this decision made without my consent? What corrective action will be taken against the individual responsible for this error? When will my membership be reinstated, with no penalties or inconvenience to me? I expect a full investigation into this matter and a detailed response without any further delay. Additionally, I trust that appropriate disciplinary steps will be taken to ensure this does not happen again to myself or any other member. Your failure to resolve this promptly has caused unnecessary inconvenience and frustration. I expect this matter to be treated with the urgency it deserves and to receive feedback as soon as possible. Kindly consider this a formal complaint requiring immediate attention.

Zaheera Walker