Unresolved Billing and Misrepresentation of Membership Terms

I am writing to express my extreme dissatisfaction with the handling of our gym memberships. My wife and I joined Virgin active Randburg branch in September of last year with the explicit instruction that we would pay our memberships in full and did not want any debit orders. The salesperson confirmed the total amount, which we paid in full via speed point. He then insisted that, despite our payment, we were required to provide our debit order details for the system, assuring us we would not be debited.

That assurance proved to be false. At the end of July, my wife's account was debited without our permission. When I went to the branch to resolve this, the staff could not provide a clear or factual explanation for the debit. We then contacted the call center, which offered a completely unacceptable and illogical explanation: that we had not paid enough for the full membership. This contradicts the information we were given and the payment we made at the time of joining.

This entire situation is unacceptable. We have now been dealing with this for an extended period, with no resolution in sight. We provided our email addresses three days ago as requested for a detailed explanation, and we have yet to receive any communication. Due to this gross miscommunication and the unauthorized debiting of our account, we have canceled both of our memberships.

I expect an immediate and detailed explanation as to why we were debited after paying our memberships in full. We also demand a full refund for the unauthorized debit.