Virgin Active are *******

I opened a membership in July of 2022 at the VA Germiston branch. I did the basic membership that only allows me to use that one branch(Not premier) for both my husband and I.

In Dec 2022, we were notified that the gym will be closing permanently at the end of March 2023. We were also told by staff and notices and messages that we can cancel our contract with the closing of the branch, or we can we moved to the nearest branch. We opted to cancel.

In Jan 2023, I tried calling a minimum of 15x per day for 2 weeks and as soon as I get to the voice prompts, it disconnects. I ended up sending a mail in Jan and again in Feb to request that both our contracts be cancelled when the VA Germiston branch closes end of March, because the closest alternative is 40min drive from our home and not convenient for us to move over too. We went to the VA Germiston branch with the main goal of cancelling our contacts, i.e. in business hours, i.e. we both took off from work, just to be notified that they no longer have admin at the branch to assist in that and we will have to go to the nearest VA that has admin, which was VA Newmarket. My husband went there with both our cards, and was assisted by a lady (He cannot recall her name but can remember her features and the date of the incident) and she confirmed that the cancellation has been processed for both our accounts with the closing of the VA Germiston Branch.

Fast forward slightly, and VA wants to tell me that I am in arrears with one month (for April but the branch closed at the end of March, and I paid for that last month on the first of April) and that I will have to pay a cancellation fee to cancel my contract that I have with a closed VA Branch.

A whole lot of negligence and incompetence led to this. And taking my money will be theft. I need this escalated and will no longer be accepting communication via Twitter DMS.