Virgin Active is the worst gym ever.

In October 2023, I enrolled in the gym with the understanding that I would receive a 50% credit on my membership fees for December and January, which would be accessible via the app and could be app**** to my account or used to purchase items from Kauai. However, upon receiving my first credit, I discovered that it could only be app**** to my fees, contrary to what was promised. This was a deceptive tactic to attract customers with false promises. In January, after not receiving the promised 50% credit, I contacted them, only to be told that the app was not functioning properly, which I found unacceptable given my software background. In February I broke my foot and wanted to freeze my membership. I was told I can’t because I have a benefit - paying a little less through Momentum. Which then in fact is not a benefit. Frustrated by their continued deduction of 100% of my fees despite owing me 50%, and not allowing me to freeze a membership, I decided to cancel my membership, paying a cancellation fee of R2400. Despite assurances from a manager that my debit order would be stopped, they still debited my account on March 1st, leading me to incur additional charges of R45 to reverse and stop the debit order. To add insult to injury, I received another message in April stating that my account was in arrears. I have no intention of ever returning to this gym. They prioritize taking money over providing proper service and fail to process cancellations correctly. My experience with them has been nothing short of dealing with a group of *******. I advise others to steer clear, as they will simply take your money without delivering on their promises, and don't expect timely responses to emails either.