NS
Nasreen S
1 reviews | Active since Sept 2025
08 Oct 2025, 11:03
Unfair billing
Being billed for almost 10 years without using the facilities
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Replies (2)NS
Nasreen S's updateReviewer Update
08 Oct 2025, 11:04Dear Virgin Active Management,
I am writing to formally lodge a complaint and demand a refund regarding ******** billing of my Virgin Active membership.
My husband and I joined Virgin Active around 2014 at the Benoni branch, which later closed down. Despite this closure, Virgin Active continued to debit my account monthly (R315 each, totalling R630 per month) for the past 10 years, without rendering the services agreed upon.
My complaint in detail:
No service rendered: After the closure of my local branch, I was left without access to Virgin Active facilities nearby. We never attended any gym in this period, yet monthly debits continued.
No renewal notices as required by the CPA: Section 14 of the Consumer Protection Act (CPA) requires service providers to provide written notice 40–80 days prior to renewal of fixed-term contracts, giving customers the option to cancel or renew. No such notice was ever provided to me in writing.
No communication or alternatives offered: Other than a notice placed on the gym premises at the time of closure, no effort was made by Virgin Active to contact me directly (via phone, email, or letter) to migrate my membership, assist with cancellation, or even confirm if I wished to continue.
NS
Nasreen S's update08 Oct 2025, 11:04
Reviewer Update
Dear Virgin Active Management,
I am writing to formally lodge a complaint and demand a refund regarding ******** billing of my Virgin Active membership.
My husband and I joined Virgin Active around 2014 at the Benoni branch, which later closed down. Despite this closure, Virgin Active continued to debit my account monthly (R315 each, totalling R630 per month) for the past 10 years, without rendering the services agreed upon.
My complaint in detail:
No service rendered: After the closure of my local branch, I was left without access to Virgin Active facilities nearby. We never attended any gym in this period, yet monthly debits continued.
No renewal notices as required by the CPA: Section 14 of the Consumer Protection Act (CPA) requires service providers to provide written notice 40–80 days prior to renewal of fixed-term contracts, giving customers the option to cancel or renew. No such notice was ever provided to me in writing.
No communication or alternatives offered: Other than a notice placed on the gym premises at the time of closure, no effort was made by Virgin Active to contact me directly (via phone, email, or letter) to migrate my membership, assist with cancellation, or even confirm if I wished to continue.
NS
Nasreen S's updateReviewer Update
09 Oct 2025, 13:35I received a mail back to say I've used the facility in 2018 and 2025 I have requested video footage as I hahe never been to the gym and I live quiet a distance away for me to even attend regularly. Also they state after the 1st year they work on a month to month basis so my question is in those 10 years of month to month contract ( which my husband or I have not signed) why weren't we contacted ... because if you miss a payment they will immediately call you but taking your money freely is quiet easy.
NS
Nasreen S's update09 Oct 2025, 13:35
Reviewer Update
I received a mail back to say I've used the facility in 2018 and 2025 I have requested video footage as I hahe never been to the gym and I live quiet a distance away for me to even attend regularly. Also they state after the 1st year they work on a month to month basis so my question is in those 10 years of month to month contract ( which my husband or I have not signed) why weren't we contacted ... because if you miss a payment they will immediately call you but taking your money freely is quiet easy.