Virgin Active a Disappointing Cry for Help

Went into Virgin Active Kloof for the second time to cancel my husbands gym membership. In the first instance I was told my husband needed to be present for the cancellation, in the second instance we are told that there is someone else’s picture on the system with my husbands personal details and they cannot cancel it! They also advised they needed to do an investigation as this is their policy, when I asked the manager to see the policy she refused to show me! How is it fair that Virgin Active’s admin failures end up a cost to me and my young family in these rough economic times! We joined the gym last year and paid in cash for the entire year and they continued to bill us even after the contract expired! What was the need to use our banking details in this way when we paid cash for a one year contract only! After much resistance to assist, I am told to leave and call head office for help with our cancellation as there is no one that can help us. I am utterly disgusted by the level of service received by Virgin Active Kloof and lack of help and direction to resolve the matter.