Virgin Active Cresta - Poor Customer Service!!!

Item: Virgin Active South Africa
Rating: 1
Author: Moleboheng S

I contacted Virgin ACtive Cresta in May 2017 to activate my Discovery Vitality benefits for the gym and also activate national membership, and the experience has been nothing short of a nightmare! On the 22nd of May, I filled out countless forms and paid all the money they demanded I pay for these requets to be processed (abut R1 800.00) and patiently waited for my Vitality benefit and national membership to be activated activated. I was advised that my membership would be activated within 48hrs and that my new gym access card would be ready collection at my gym of choice (which was the Cedar Square Health Club). About 7 days later I went to the Virgin ACtive Health Club in Cedar Square to collect my new gym card, and that's where all the frustration began!!! The staff at Cedar Square told me that the received no communication about my arrival from the Virgin ACtive Health Club in Cresta, that they knew nothing abut a national membership card that I had to collect form them and that I cannot access that gym because I did not have any active cards to access that gym. With that said, I maintained my patience and tried to call Virgin Active Cresta to find out what was going on. The sales consultant that assisted me was not available (as though nobody else could assist me), so I demanded that someone either look for him and tell him to sort the mess out while I wait at Virgin Active Cedar Square, or the person on the line assist me herself! 1,5hrs later, after countless phonecalls between myself and the staff at Virgin Active Cresta, countless phonecalls between the staff at Virgin Active Cedar Square and Virgin Active Cresta, I was requested to fill out more forms (which I did) and was eventually given an inactive card which is still not working today (the 27th of June 2017). My monthly gym fee was supposed to be reduced from R500.00 to R370.0 as of the date of issue of the new national gym card, and to my horror, Virgin Active deducted both R500.00 and R370.00 from my account on the 01st of June 2017!!! I reversed the funds, and the they were deducte AGAIN not once, but twice in the same month!!!!!!! I incurred hundred of rands in unpaid debits as a result of Virgin Active decucting R870.00 from my bank account 3 times in one month, when they were only meant to deduct R370.00!!!!!!!!!!!!! I kept calling Virgin Active Cresta during this period to sort out this mess, and today (27 June 2017) I was told that I have to fill out the same forms I filled out in May AGAIN and pay the full R500.00 fee for June because my Discovery Vitality gym benefit had expired! Now I have to start this process ALL OVER AGAIN AND INCUR FINANCIAL PENALTIES all because of the staff incompetence!!!!! This is not right, it's frustrating and it has been an extremely annoying and expensive experience for me all because I need to exercise!!! I will be waiting for a response Virgin Active!

Helpful (0)

Replies (0)