Virgin Active Promises and Lies

The story is long. The managers and sales assistants at Virgin Active Milpark, including the head office telecommunications personnel should all know the full story.

Short version: Virgin Active Milpark over-charged me by R500 for my membership, gave me detestable service and gave empty promises. Promised me an apology from the sales assistant, Bruce, and a phone call from the cluster manager, Simon, yet, after a whole month, I am still waiting for my money, apology and phone call.

Full Story: I originally signed up for a Vitality membership in June 2019. However, because I changed my medical aid, my membership diverted to a normal one in January. I was out of the country for the majority of January and could only go in on the 28th of January to settle my account and change my membership to Multiply.

On the 28th of January, I paid the full R500 membership fee before asking to speak to a consultant.

A sales consultant, Bruce, was called in to help me. I enquired if there was any other package I could go on that could be more beneficial for me and according to him, there wasn't. Hence I asked for him to just switch my membership to Multiply and stated that I needed to change my banking details as well. He refused to switch it on the 28th because he claimed that I would be double debited in February. He told me to come back on the 1st of February to avoid being double debited. I immediately pointed out that the 1st was a Saturday and asked if he would be in, and he very confidently promised me that he would be.

I went in on the 1st at about 1:00pm, and was told Bruce was not in. Hence I decided to go back on Monday the 3rd. On the morning of the 3rd, I get a phone call from head office stating that my membership payment is in arrears. I explained that I tried to change my membership along with my banking details but their sales assistant advised me to go in later. I went in in the evening of the 3rd at about 7pm and found out that there was load shedding. Tried going in on the 4th again and there was load shedding again.

When I went in on the 5th at about 7pm, I asked the lady at the reception if I could please speak to Bruce. She called for Bruce and when Bruce came to the reception, he didn't even remember who I was. I explained to him that I needed to change my banking details and switch my membership to Momentum, Multiply and only then did he remember. He was reluctant to help me out. He asked me to go gym first then find him again after my gym session so he can load everything onto the system for me. I refused and insisted on getting everything done then and there. He then proceeded to ask me to write all my details down on a piece of paper then go gym and then after my gym session he'll get my signature. That was when I got really frustrated and told him that my gym session would most likely only end at 9pm and by then, the club would be closing and there will be no time to do any admin and asked for him to just help me out right then.

He finally obliged and loaded my new details onto the system. He then informed me that I need to pay R120 for activation of my Multiply. We went to the reception for me to pay, and after paying and checking the payslip, I see that they swiped R620 off of my card. I asked Bruce why they took that amount and he said it's because I haven't paid my February membership. I reminded him that the only reason I haven't paid my February membership is because he wouldn't let me load my new account details and change my membership on the 28th of January.

There was a lot of back and forth where I had to go in for another 4 times. I called head office and was told that the payment would be processed within 7 days and was told the cluster manager, Simon, would give me a call.

'Till this day, have not received anything. Extremely disappointed, but not surprised.