Virgin Active fails to cancel membership and deducts R830 from account

I sent this email to Virgin Active on 6 Sept 2020 and still have not had a response or a refund!

I am FURIOUS!! On 1 Sept 2020 Virgin Active deducted R830.00 from my account (see attached FNB transaction dated 1 Sept 2020) despite several written attempts since May 2020 to cancel my membership.

During lockdown in May 2020 my wife wrote to Virgin Active via the Virgin Active website to cancel both my and her gym memberships from 1st July 2020. There was no response from Virgin Active. My wife sent a further 3 emails via the website (one of which was on 26 June 2020 see below) yet none of these emails were responded to. She finally received a response from Chantal on 23 July 2020 confirming that Virgin Active had received her request to cancel her membership, however, Chantal indicated that she could not find my details on the system despite my request to cancel my membership being made in the same emails as my wife's request. My wife rep**** to Chantal on the same day and indicated the reason for our cancellation and she gave my details and again reiterated that both of us wanted to cancel our memberships (see email dated 23 July 2020 below).

On 18 Aug 2020 Tania sent an email confirming that my wife's membership had been terminated, however, no mention was made of my membership being terminated (see email below dated 18 Aug 2020). Tania asked that I confirm that I also wanted my membership terminated (this after my wife had already sent 4 emails to Virgin Active requesting termination of her membership at the same time as I requested termination for myself). I rep**** immediately that I wanted my membership terminated in the same way as my wife's membership was terminated as per requests in the 4 emails she had sent to Virgin Active. I did not hear anything back from Tania or Virgin Active.

Now ... Virgin Active had the audacity to deduct R830.00 from my cheque account. What for? This is totally unacceptable!

I expect the amount of R830.00 to be refunded to me IMMEDIATELY and for my membership to be terminated forthwith. Not to mention the courtesy to apologise for the above debacle.