“Virgin Active VS MBD services and poor assistance

I am very frustrated on the service that i had received by some of the Virgin actives consultant include a manager from the collections by a name of Rennee. I had an issue with the account since last year as i had cancelled the membership due to reasons that i was unemployed yet the cancellation happened late due to their internal process that i personally feel like I should not be liable of. After that later the months when i was still trying to solve that issue i realised that i was handed over by a company called MBD and to me is was a shock as i was busy trying to sort out the issue. When MBD called me last year July 2017 they informed me that the account was handed over it was at R2475. At this point of time it really frustrated me that Virgin active handed me over without informing me even thought i had indicated to them that i was unemployed.

After several communications with Rennee about the issue and me complaining about tge calls from MBD, i received a communication in writting that the account will be frozen with MBD and will advice me on the best foot forward which that never happend till this year when MBD called again and said that they never received any instruction to freeze the account from virgin active and now the balance is at R 3473,30 because of interest that was accumulating since the file was handed over. I called virgin active office 2 weeks back and spoke to a Zandile from the head office and that when she told me a different storry from what her manager said on email saying that according to virgin active they are not allowed to freeze the account when they are handed over and doesn’t know why Rennee said that to me and advice me to write an email to ask her what were her reasons of freezing the account. Again this was information from consultants that is contradictory to each other.

I wanted to know of any updates on the matter since you have indicated that you have frozen the account with MBD but at my surprise this has not been effected and that MBD had been adding interest on the amount that you have given to them even after you personally indicated that the account to be frozen. They called me and indicated that the outstanding balance is R 3 337. when you handed my name to MBD it was R2 475 which this was during the time you said you would call MBD and freeze the account. i was expecting to get a feedback on how to proceed on the matterbut that did not happen just calls from MBD indicating that i need to make payment.

According to MBD no instruction from virgin active was given to freeze the account and that is why it has been accumulating interest. I just wanted to understand as to why you indicated that the account will be frozen meanwhile on your side this has not been done. MBD informed me that there is nothing that they can do without the instruction from their client which is Virgin Active.

Please lets get to the core of this issue and correct all the figures so that we (Me and Virgin Active) can be on a clear end. I really want to settle this account however it must be on fair terms and i don't want to be liable for cost that were delayed due to your internal process and wrong information.

Please assist on this as i dont want to be liable for excessive interest charged on account due to lack of communication between Virgin active and MBD yet i was told that the account is frozen.

The other issue is that the last consultant whk called me from MBD was so rude and did nkt want to hear my issue and forcing me that I should pay the account and that despite all the concerns on the membership the liability is with me. How so as it was indicated to me that the account was frozen till futher notice.

Hello Petter please assist in this.