Virgin Active Membership Linked to Vitality – Ongoing Unresolved Issue

On 1 September, I linked my Vitality account to my Virgin Active membership at the Bellairs branch through a consultant. I was advised that the debit order for the old membership fee of R1,570 would go through and that I would then receive a refund of R785 in line with the Vitality discount.

On 2 September, when I visited Bellairs, I was told I needed to pay R699 for the Vitality activation fee which I paid immediately. On the same day, I received an SMS stating Virgin Active had not received a payment of R2,269. When I checked my bank account, I found no debit order attempt from Virgin Active.

On 5 September, I went to the Bryanston club where I was informed that I needed to pay R785 for September’s membership fee (the discounted Vitality rate). I paid this amount the same day.

Despite paying the activation fee and the September membership fee, my club access was blocked. I have repeatedly tried to resolve this at both the Bellairs and Bryanston clubs but have been sent back and forth without a solution. Each time, I am told it is another branch’s responsibility.

On 10 September, I met with the Bellairs consultant who signed me up. He said he would escalate to his manager.

On 11 September, I called the call centre, and the consultant also said they would escalate to their manager.

On 15 September, I went to Bellairs again and the supervisor promised to resolve the issue.

On 16 September, I received a call from the call centre instructing me to pay R785 again. When I tried to explain that I had already paid, the consultant became aggressive and insisted I go to Bryanston to get the amount “written off.” I asked for an email confirming these instructions which was promised but never sent.

As of 17 September, nothing has been resolved. My access remains blocked despite the fact that I have paid all fees requested (activation fee and September membership fee). I have now spoken to at least five different Virgin Active staff members and received conflicting explanations at every step.

The issue is simple. I have honoured my financial commitments, but Virgin Active has failed to provide the service I have paid for. I am being sent from pillar to post, with no accountability or resolution. If Virgin Active does not want me as a member, they should state so clearly instead of putting me through this frustrating and unprofessional process.