Virgin Active Gym - OVERCHARGING, NO RESPONSE

I have been having repeated and new issues with my Virgin Active gym account since August '24. My account was cancelled by the club in error without my knowledge, then I was denied access a few days in a row after speaking to Lelethu Funani and Wendy Ntutu at head office, between August & September after I called them from the club's telephones. I notified both agents that I was retrenched in June (& still unemployed at the time of writing this review) and to revert my account from Vitality promo of R270 to the original agreement of R510. This was not activated as VASA debited me R920 twice thereafter!!

In the interim, I cannot access my gym app so the club staff at two different branches tried to assist but they too failed! I gave up with that.

On 17 September I emailed Tracy-Lee Delport (Customer Service Manager) explaining everything in detail. She never responded so I attempted once again to initiate contact with her two weeks later - this was now becoming an increasingly frustrating situation! I reached an agent who took down all my details as well as a full message to forward to Tracey. The agent said she was on leave for two weeks (I received no 'out of office' message when I mailed her) but she will pass on the message. I had no call or reply from her until a few days later when she called. When I asked her if she read my message (despite the agent's request to do so) her response was 'no'. I asked her to please go through the mail I sent, so that she has more facts, details and timeline of what happened, and call me by COB. It's 18 October and I'm still waiting for customer "service" to attend to my issue!

On 26 September I emailed '***' to escalate my enquiry. No response yet. These people are OUT OF TOUCH!

I tried yet again on 4 October when I called from Greenstone Club's telephone, spoke to Sibu who promised to chase my enquiry, and she too did not revert or the people she spoke to just don't give a damn!

Virgin Not-So-Active (now Dead), you are an embarrassment to the founder of the visionary R. Branson and the way it initially originated in South Africa. I looked at the reviews and ratings of VASA on a few platforms and see its appalling state. I speak to others and find other people with similar frustrations with VASA. You have a customer service department where you sign on customers and overcharge them, but you don't offer a decent and professional service. As an unemployed single parent who has made numerous attempts to reach you, you choose to act in a delinquent manner and ignore your customers.

I will be cancelling with VASA and moving to Planet Fitness who seem to have a more relevant presence to its customers! Please - give it up! hang up your tattered hat!