Unjustified Cancellation of Gym Membership and Lack of Resolution

I am writing to formally lodge a complaint regarding the unexplained cancellation of my Virgin Active gym membership, despite my account being in good standing. I have consistently paid both my Virgin Active membership and Discovery Vitality fees via monthly debit order, without ever missing a payment. It has therefore come as a complete shock and disappointment that my contract was terminated without any communication or valid reason, while my two sons’ memberships remain active under the same arrangement. The situation became particularly embarrassing when I was denied access at the Cresta branch a few weeks ago after my Virgin Active app failed to grant entry. Upon enquiry, the receptionist informed me that my contract had been terminated on 27 February. I immediately contacted Discovery Vitality and was assured that the matter would be investigated and that I would receive feedback. However, after not receiving any response, I followed up and spoke to another consultant who also could not provide any clarity. I then requested a reference number for the query, which was emailed to me as *** on 18 March. To date, I have still not received any feedback. In a further attempt to resolve this matter, I tried contacting Vitality again yesterday, but experienced technical issues with their call system, where selecting options resulted in no response or assistance. This level of service is unacceptable. As a long-standing and loyal member, I find it deeply disappointing that my contract could be cancelled without explanation, and that my attempts to seek resolution have been met with delays, lack of communication, and system failures. I therefore demand the following: A full explanation as to why my contract was cancelled Confirmation of whether this was an administrative error Identification of the individual or process responsible for the cancellation Immediate reinstatement of my membership without penalty Assurance that such an incident will not recur I trust that this matter will be treated with the urgency and seriousness it deserves. I expect a prompt response and resolution. Zaheera Walker