WORST CUSTOMER EXPERIENCE EVER, ISSUE UPON ISSUE AND NO RESOLUTION

Worst customer service experience I have ever had in my 30 years of a working individual in this country. It has been over 3 months of back and forth trying to get our membership sorted. We moved from Melkbos to Paarl and changed from Momentum to Discovery. My husband went to the gym to transfer our membership and instead of passing us on to a salesperson, we were told to pay a branch membership transfer fee of R245 each, which was incorrect because we were on vitality active, so we should have been asked if we had active rewards which would mean that we wouldn't have had to pay the R245. Besides that, it also meant that our active rewards weren't linked and that we were being debited full club membership fees (R730 vs. R197,50). We disputed this only to find out we weren't supposed to pay the R245, but instead we were supposed to pay a R790 once off joining fee and had our active rewards linked which would mean that we were only supposed to pay R197.50 per month. I then paid my joining fee but my husband's profile was still blocked. Three weeks later after I followed up again, I was told that they picked up that he had 2 vitality memberships (how???), which by the way vitality never picked up either and allowed him to create another vitality membership, which threw Virgin out and it's been back and forth fighting and fighting and it has still not been resolved. All because 2 people didn't do their jobs properly. What was supposed to be an easy transition from branch to branch and multiply to vitality has become an absolute nightmare and we are on the losing end, being told that I have to pay another joining fee (what??!!) and my husband is liable for all the full club fees for what reason and how??????? Like how does this even work? How is he liable for it when we have active rewards and because someone at Vitality and Virgin Active messed up??!! I have recently joined Virgin Active again and was so excited to start getting active again but I am done with you. My husband's membership is still blocked and they say he is liable for the full club fees because of his vitality issue, which was their oversight, not his!! They should have told him. So now I have just lost R1000 that I got NOTHING FOR!!! because I couldn't even access the gym for the last 2 months whilst waiting for this issue to be resolved and all because of your staff is ***********. And we will most definitely share our negative experience far and wide.