Virgin Active charging me for a cancelled membership & blocking my access

I requested the cancellation of my daughter’s membership with Virgin Active in December 2025 via both phone and email because she had relocated and no longer attends the gym. I was told clearly that the membership had been cancelled and that I would receive confirmation.

In January, I was not billed for her membership, which confirmed that the cancellation had been processed.

Then suddenly in the month of January, I started receiving calls saying I owe for her membership. Every time, I explained that it had already been cancelled.

In February, I was billed and I paid for BOTH my membership and my daughter’s. When I followed up, I was told the membership was never cancelled completely contradicting what I was told in December.

To make matters worse, I was then told I need to pay a R700 cancellation fee. I paid this together with my membership (R1800 in total) on the 17th and sent proof of payment.

Now: • The membership is STILL not cancelled • My payment does NOT reflect even though I was told it takes 3 days to reflect. • I am being charged incorrectly • I cannot access the gym because my account is in arrears due to THEIR error

This is unacceptable. This is not a customer mistake this is poor administration and lack of accountability.

I need: • Immediate cancellation (backdated to December 2025) • All incorrect charges reversed • My payment correctly allocated • My gym access restored immediately

Right now, I’m paying for your internal failures and being locked out of a service I’m actively paying for.

Fix this.