Virgin Active’s Miscommunication and Billing Errors

I am extremely disappointed with the inconsistent information and poor service I have received from Virgin Active regarding my membership and Vitality upgrade.

I have been a member at one of your clubs since August 2025 and was paying R973 per month with a 30% Bankmed discount. In April 2026, I joined Discovery Vitality, which increased my discount to 75%, bringing my new monthly gym fee down to R347, effective from May 2026.

Throughout the entire process, I repeatedly confirmed with multiple consultants that:

* I would NOT be liable for the R799 Vitality joining fee because I was already an existing member and only needed an upgrade. As per what they told me numerous times. * My new discounted installment of R347 would commence in May. * I could proceed with arrangements for my arrears of R3890 and pay at least half by 20 May 2026 while still being granted gym access.

I called several times during April and again on 18 May 2026, and every consultant confirmed the exact same information. I was even told my Vitality was active and that all that was needed was for me to submit my ID at the club due to the system changes.

However, when I called again on 19 May 2026, I was suddenly told a completely different story by a consultant named Lindi. I was informed that:

* I now owe over R5600, * A “Vitality charge” was added, * I cannot receive the Vitality discounted rate until all arrears are settled, * I must continue paying R973 instead of the agreed R347.

This makes absolutely no sense and is extremely unfair. I am already paying Discovery Vitality approximately R400 per month, and the entire reason for joining Vitality was to reduce my gym membership costs. Instead, I am now expected to pay MORE than before joining Vitality.

To make matters worse, I was told that a NEW membership was mistakenly opened for me, which increased my arrears, yet nobody at Virgin Active is willing to take accountability or correct the issue. Every time I speak to a different consultant, I receive conflicting information. No one listens, no one takes ownership, and no one resolves the matter.

My app still reflects that my Vitality is active and that my monthly installment is R347, which is exactly what I was originally promised and agreed to.

The level of miscommunication, inconsistency, and lack of accountability has been extremely frustrating and inconvenient. Customers should not suffer financially because of internal errors and poor communication between consultants.

I would appreciate urgent intervention from management to:

1. Correct the membership error, 2. Honour the agreed Vitality rate of R347, 3. Reverse any incorrect charges added to my account, 4. Provide clear and consistent communication going forward.

I am simply asking Virgin Active to honour the agreement and information repeatedly provided to me by multiple consultants.