Urgent: Blocked Gym Access

Dear Virgin Active Team,

I am writing to formally lodge a complaint regarding my gym access, which has been blocked for the past three months despite my membership fees being fully up to date.

My Vitality membership was transferred from my husband’s name to mine, and due to a delay on Vitality’s side, the update took some time to reflect. This has since been resolved and backdated. However, despite this, my Virgin Active access remains blocked.

I have made several attempts to resolve this matter:

I phoned Virgin Active and was advised to visit the branch in person. I did so, but the branch staff were unable to assist me (see attached).

I then phoned again on Thursday and spoke to Nomvuyo, who promised me same-day feedback. I am still waiting for this feedback.

This ongoing issue has caused significant frustration and inconvenience. I kindly request that this matter be escalated and resolved urgently so that my access to the club can be reinstated without further delay.

Please confirm once my membership access has been restored.

Kind regards,

Nicolene Strydom

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