Virgin Active Incorrectly Billing Me for 3 Months While Blocking My Gym Access — No Resolution Despite Multiple Complaints

Absolutely appalled by the service from Virgin Active.

I signed up in February 2026 through a sales rep from the Roodepoort branch telephonically for a Vitality membership at Westville branch. I made it very clear from the beginning that I was on Vitality, yet the incorrect contract and incorrect registration link were sent to me, resulting in me being charged R1040 instead of the correct Vitality rate of R350.

The sales rep admitted the mistake and promised to send the corrected contract, which I still have not received months later even after multiple follow ups.

Because I disputed the incorrect debit amount, my account has now been blocked, meaning I have had ZERO access to the gym, yet Virgin Active continues billing me R1040 every month for a membership I cannot even use.

I have called, emailed, and visited the Westville branch multiple times every single week trying to resolve this. The sales manager from Westville has been trying to assist me and escalate the issue with Roodepoort, but apparently no one can even access the Sales Manager’s emails there as they have been off and no one knows when the sales manger will be back.

This has now been going on for THREE MONTHS with no resolution.

The stress and anxiety this has caused me during my postpartum period is completely unacceptable. I have all screenshots, proof of communication, and evidence clearly showing this situation was caused entirely by Virgin Active staff negligence and administrative errors.

I am willing to pay the correct Vitality amount owed. I will NOT pay a single cent more towards incorrect arrears caused by your company’s mistakes.

If this matter is not resolved immediately before the next billing cycle, I will be escalating this legally.

This level of customer service is honestly shocking.