Cannot Cancel Viva Membership

Terrible assistance when trying to cancel membership. My partner and I have been going to Viva since January 2020 and September 2021 respectively. However we have not been happy with the gym in recent times and decided it best to cancel our membership.

We thoroughly read through our contracts to make sure we understand the cancellation terms which stated that if we cancel before the 25th of the month then no cancellation fee will be due. We attempted this but was unsuccessful and was told that we are within our first 12 months and need to speak to someone at the gym. This is not the case as we have been members of Viva for a few years (as seen above). When we went into the gym they told us that after 1-year the membership does not auto renew but moves to a month-to-month basis. We were never made aware of that when we first joined and no where in the contract does it stipulate that this will happen. We tried to speak to the sales person at the gym and showed her our contracts and membership info to show that we are not within our first 12 months but we received absolutely zero assistance. Viva has continued to try and debit us even though we tried to follow the correct steps and cancel our membership with no help from Viva. Absolutely horrible service and I will not recommend them to anyone else.