Urgent Membership Issue - Clarification and Resolution Required

Dear Virgin Active Team,

I am writing to formally raise a concern regarding a discrepancy in the terms of my membership, which has caused significant inconvenience and frustration.

On 24th November 2024, I joined Virgin Active at the Boulders branch under the Premier Select plan. During the sign-up process, the Virgin Active representative assured me that this plan would grant me access to both the Boulders and Carlswald gyms, which was a key factor in my decision to proceed with the membership.

The agreed membership cost was R405 per month, including a 10% discount. However, when I attempted to access the Carlswald gym, I was denied entry. The staff informed me that my membership only allows access to four specific gyms within Gauteng, and Carlswald is not included in this list. This directly contradicts the information provided to me during the sign-up process.

Despite raising this issue with staff at both branches, I have not received a satisfactory resolution. I was informed that my case has been escalated to Virgin Active Headquarters, but I have not received any follow-up or confirmation of a resolution. Meanwhile, the lack of synchronization between the branches has left me caught in the middle, unable to utilize the membership benefits as originally promised.

I feel misled, as I was sold the membership under the pretense of accessing both gyms. Now, I am being asked to upgrade my membership to gain access to Carlswald, which contradicts the terms I was promised during the sign-up process. Resolution Requested

Clarification and Written Confirmation: I request clear documentation of the terms of my membership plan, specifically regarding gym access. Immediate Resolution: Kindly ensure my membership is updated to allow access to both Boulders and Carlswald gyms, as initially promised, without any additional cost. Improved Communication: Address the inconsistency between the branches to prevent similar issues in the future.

I trust Virgin Active will handle this matter promptly and professionally. I look forward to your response within seven working days. Please feel free to contact me at [your contact number] or [your email address] for further clarification.

Thank you for your attention to this matter.

Pradeep Jain