Unresolved Complaint About Unauthorised Membership Contract

I am utterly disgusted with the service I have received from Virgin Active. In 2022, I signed a two-year agreement for my son’s membership, which was supposed to transition to a month-to-month subscription upon its conclusion. Earlier this year, Momentum offered a 50% discount for three months due to my son being a medical aid member. However, after this offer, a new contract was created, and by the third month, we began to notice significantly higher charges.

When I reached out to Virgin Active for clarification on why we were being debited more than expected and requested an immediate cancellation—given that it was meant to be a month-to-month arrangement—I was shocked to discover that a new contract had been drawn up and signed. I know that neither my son nor I signed this new contract.

Despite numerous calls and visits to the gym for answers, I was informed that someone in Germiston had created and signed this contract under false pretenses, despite us being based in Cape Town. The parties involved in this contract are Momentum and Virgin Active.

I spoke with several representatives who promised to investigate, and I was later offered another three-month discount. However, I pointed out that receiving a discount for a contract I never signed is absurd, and I insisted on reimbur*****t. Yet, the unauthorized debits continued.

I logged an official complaint via email to Virgin Active's getintouch address on November 20, 2024, but to date, I have received no response. I even have a copy of the disputed contract, which has different signatures. I have provided this evidence via email, but there has still been no reply.

This experience has been incredibly frustrating, and I urge Virgin Active to take immediate action to resolve this matter, or I will have no choice to escalate.