VA poorly executing promotional deals

I joined Virgin Active on Black Friday for their promotion on a premier membership to get the months of Jan and Feb free. I met the requirements to get these two months free.

However several difficulties were experienced each time I entered the gym to date.

The first time I entered the gym, they did not want to log my attendance. I insisted that they log my attendance in order to meet the promotion, which I did.

On 2 January 2024, my debit order went off for my gym membership incorrectly for January - I was under the impression that I would not be debited due to meeting this promotion and thus did not have money in this account as it was in my savings account.

I called in and got myself a refund for this incorrect debit order and asked to ensure that this would not happen in February. The lady on the call centre who I had called in for this refund ensured me that this would not happen for February.

The next time I went to the gym, they said I was not allowed in as I did not have a Premier account, when in fact I do and pay the premier membership fee.

In February, I went to the gym and they told me I had not paid my account fees. I explained this to them again 3 times, each time the person at reception said they sent a note to finance.

I have not been into the gym once without being stopped at reception and being told I have not paid or don’t belong at that club.

Virgin Active should not run promotions if they do not have sufficient controls in place to execute their promotions. This was the worst experience I’ve had as a consumer.