Virgin Active Complaint

Good Day I have attempted to contact Virgin Active on the 23rd of July 2021, and still have received no response/feedback with regards to my query.

On the 23rd I received an automated response from the customer care email address with no turnover time as well as no reference number. As noted in the query and attached below I have received no assistance as the manager at my gym keeps telling me their systems are offline, as it has been for a couple of months. I feel uncomfortable and embarrassed to attend the gym for the past weeks because of the questions I get. _________________________________________________ This email serves as a request for confirmation as to what has been an unsuccessful debit order for June and July on my membership at Parklands Virgin Active Red. Note that this was not due to me not allowing the debit nor the account not having the relevant funds but just due to no actual debit being processed from Virgin Active side. On request to my gym with a consultant (manager) I was advised that the systems are off “but they will allow me in as they are unable to accept payment” .

Note that this also seems to have been the issue at the Parklands Virgin Active for a substantial amount of months now. During this time (the past few month) we have been attending the gym with no access cards as on every visit we would be told that the systems were off. This is also most likely the reason why I have only now been advised on this error that I was advised I would now have to make a payment arrangement for. Considering the lack of assistance and facilities at the gym over the past few months, I do not accept that I am liable to pay for debit orders that were supposed to go off on the 15th of each month but was unsuccessful but also un-noticed due to the club having no facilities. It is unrealistic to now expect of me to pay 2 months additional membership fees for an error that would not have occurred if normal processes had been followed at the gym.

We as members have been nothing but understanding with the past few months of no Wi-Fi (Internet), Aircon and no secure access to the gym (which also makes me question my fiancé and my self’s safely when using the gym over the past few months). While Covid protocols have been followed the actual security of controlling access to the gyms and confirming attendees membership was not sufficiently done (the very same system issues that caused the current issues I am sure).

It does not sit well with me , that now after months , only part of the system works and every single time I need to explain to the consultant why my membership states “in arrears” and I am told to contact head office as the consultants are also not able to assist me. This is not only embarrassing every single time , but also time wasting and unnecessary because I have never prior missed a gym debit order.

My cell number is as follows : ***

Membership number : ***

Kindly contact me in regards to this as I would hate to have to take this matter further. I do not accept to be held responsible for the last two debits that were not charged and I would like my gym status to be rectified.

Kind regards

Nervin Ntsieng