Virgin Active’s Contract Terms and Lack of Accountability Are Unacceptable

I recently tried to rejoin Virgin Active (Victory Park branch) after cancelling my previous membership in 2024 due to a horse-riding accident. The consultant, David, assisted me and I paid a R699 “activation fee” — which I shouldn’t have had to pay again, as I was already a previous member, but I let it slide.

The real issue is the membership contract: The document authorises Virgin Active to debit up to R1 310 per month, despite my actual Vitality-linked membership being R327.50. When I queried this, I was told (by someone with no legal background) that it’s “just how the system works” and that I should ignore it, which is entirely unacceptable. A contract is binding as written, not as verbally explained.

I specifically requested that the clause be corrected to reflect the real monthly fee, consistent with the Consumer Protection Act (sections 48 and 51). Virgin Active refused to amend it, claiming “club level” has no authority and referring me to a legal department number (***) where nobody answers.

This is poor corporate governance and disregard for consumer rights. I’ve now paid R699 and received just evasive responses and no accountability.

Virgin Active: I expect your legal department to contact me directly and resolve this without further delay. Your systems, processes, and lack of escalation channels are not the customer’s problem.