Virgin Active: Chronic Billing Issues and Customer Service Frustrations -

I am writing to express my profound frustration and disappointment with the ongoing billing issue surrounding my Virgin Active membership. Despite numerous attempts to resolve the matter, I have yet to receive satisfactory feedback or resolution from your Customer Service department.

In 2019, amidst the challenges of the COVID-19 pandemic, I made the difficult decision to cancel my membership at the Beacon Bay Virgin Active location due to medical reasons. As a recently diagnosed chronic patient, prioritizing my health was paramount. During the cancellation process, the staff member, who had been with Virgin Active for eight years, provided me with options and costs for reactivation, including the option to freeze my membership until I was ready to return. It is imperative to reference Virgin Active's freezing policy, as this was a pivotal aspect of our discussion.

According to Virgin Active's membership contract terms, specifically regarding cancellations and freezing of accounts, customers are entitled to certain rights and options when facing circumstances such as medical issues. It is disheartening that these terms have not been adhered to in my case.

Moreover, I am deeply troubled by the circumstances surrounding the reactivation of my membership without my explicit consent. As someone with chronic health concerns, I specifically discussed this issue with the branch, expecting proper protocol to be followed before reinstating my membership. It is baffling to me that Virgin Active would proceed with reactivation without obtaining consent or confirmation from me, the account holder.

Furthermore, I am perplexed as to why my banking details, which have remained unchanged, were not utilized for debiting my account upon reactivation. Virgin Active employees, during their investigation, have suggested that Beacon Bay branch has no recollection of our previous discussions, and thus, I am expected to bear the financial burden. This lack of accountability and reliance on faulty memory is unacceptable.

Why should I be held liable for the failure of Virgin Active employees to take appropriate action as required? It is unreasonable to expect me to shoulder the responsibility for their oversight, especially considering the gravity of my medical condition and the specific arrangements made during the cancellation process. Discovery has access to my medical history, and I urge you to verify the legitimacy of my claims.

Additionally, it is unreasonable to expect me to recall the identity of the staff member who assisted me eight years ago, especially given my relocation since then. I find it incredulous that Virgin Active would shift the burden of responsibility onto me based on the inability of its employees to recall past interactions accurately.

I implore you to conduct a thorough investigation into the circumstances surrounding the reactivation of my membership and the failure to debit my account accordingly. Furthermore, I request a fair and equitable resolution to this matter that upholds the principles of transparency and accountability.

As a valued customer, I expect Virgin Active to adhere to its Customer Service policy and provide me with the respect and consideration I deserve. According to your complaints resolution policy, customers are entitled to a fair and timely resolution to their grievances. I eagerly await your prompt response and a resolution to this distressing situation.

Please contact me at your earliest convenience to discuss this matter further. I can be reached telephonically or via email at the provided details.

Thank you for your attention to this urgent matter.