Pathetic Service, **************** - ATTENTION MR GARDENER

ATTENTION: Mr. Gardener

Let’s go back to 29.06.2018 when I first contract started.

We came to your campus square branch and signed up with a guy named james,

I then received an email from Nomagugu Ndhlovu stating that the SALES CONSULTANT has made a mistake and we have to redo the contract, ( I would like to lay emphasis on) (SALES CONSULTANT) I used my time, my fuel, to come to the branch to fix your consultants mess,

I then made an arrangement with the branch manager that I will be making manual payments on a monthly to ensure that premiums are paid, they agreed upon the payment, I soon then realised that the amount is incorrect, please refer to my contract, I am to pay 365.00 every month, they have been noting that I should pay R374.00, upon me enquiring about this was when they rectified it.

Covid came in march 2020, no one had control over it, I do however feel because my payment method is cash, so no instruction was sent to the bank to debit my account, as I believe that is the excuse why you guys debited the clients in march for April, the services was unfortunately not available us, we cannot pay if the gym doors are closed, and not available for us to use.

As per communication Zone Fitness was under the impression that the gym would open in july, but it didn’t, again why should I pay if the services was not made available to my husband and I?

I had back and forth emails with Nomagugu and eventually she advised that will escalate the matter to her manager and he will get back to me, please note that was on the 22 January 2020, I then followed up on the 26th as I have not received any call by then, she advised that she sent the query to her manager and he will respond directly to me, today is the 9th February I received an email from Nomagugu, not the manager as advised on the 26th, stating the following:

This member was handed over last year in October based on the processes of members in arrears, the additional R30 after any debit order is the RD fee (returned debit including cost of trying to recover the installment at a later stage), communication was sent via facebook regarding the debits during lockdown,

Please advise if the above clarifies my concerns? This is merely to brush me off, I advised that due to the fact that zone fitness admin staff are not able to resolve my query I will have to see for advise at the ombuds. Nomagugu then advised that she thinks that I can take the matter further, I would assume to the ombuds? Cleary shows what they really think of us as customer, we are not customers to them, we are just another R365.00 in their account at the end of each month

The last thing is I was not formally informed that due to covid the GYM has decided to extend our contracts, I did not agree to that unfortunately. As per my attached contract I signed a contract from 05.02.2019 – 05.02.2021 ( 2 year contract).

PS: when you have time please go have a look at the HELLOPETER Complaints, if only I looked at it before I signed up with you guys, everyone is complaining about the same thing,

Awaiting your response Mr Gardener and thank you for reading my email