Virgin Active Misleading Customers & No Accountability

I joined Virgin Active under their special promotion and made my payment on 31 January. I specifically asked the consultant twice to confirm that my first debit order would only be in March, not February. I was assured this was correct.

Guess what? They still deducted a payment in February, which put me in financial trouble as I had not planned for it. When I complained, I received a condescending response explaining how payments work—completely ignoring the fact that I was given incorrect information. No apology, no accountability, nothing.

This is not the first time I have been misled by Virgin Active consultants, and I am sick of the lack of responsibility and poor customer service. They take no ownership of their mistakes, and customers are just expected to accept it and keep paying.

I am not looking to cancel my membership—I still want to use the gym and be properly trained—but I expect accountability and a resolution for the incorrect debit order. Virgin Active, do better!