Virgin Active Tableview Sales Consultant underdelivered, resulting in Vitality members paying full membership fee. Poor Service!!

My family joined Virgin Active in April 2018. On joining the club, the sales person (Kyle Solomon) recommended that we do not join as Discovery Vitality members, but rather as ordinary members, due to a special that was running and getting your first month free.

He confirmed that the next month the contract will be converted to Vitality, and that our FULL monthly payments will then be reimbursed.

It is now July 2018, and Virgin Active is still debiting the FULL amount from my bank account, and we are not getting any responses from the sales consultant.

Many promises have been made regarding the new forms that we have to sign to do the conversion, but no forms are ever sent.

We are really disappointed that the level of service is really poor and that we are now paying the full membership fee, even though we are Vitality members.

I want my membership converted to a Vitality membership asap, and want my full fees reimbursed to me.