M
Ms Daisy Naledi Hanyane
Active since May 2022
4
Reviews
0
Industries
Reviews
4 reviews2 months ago
Awful business conduct
Dear Virgin Active Customer Support / Accounts Department, I am writing to formally lodge a serious complaint regarding the mishandling of my account following its cancellation and the unacceptable level of service I have received over the past several months. I cancelled my Virgin Active membership approximately three months ago and immediately entered into a payment arrangement to settle the outstanding balance. I have comp**** with this agreement in good faith and have made the required payments, including a payment made in January, which your records have incorrectly failed to recognise. As a result of your internal error, I am now being informed that I allegedly still owe money that has already been paid. This matter was raised last month during a call to your customer service line, where I explicitly requested that the missing January payment be investigated and the account corrected. Instead of assisting me, the consultant I spoke to refused to work the call, stating that the consultant who assisted me with the cancellation (I think it was Gail Stanley) would contact me to resolve the issue. I was assured that I would receive either a call or an email confirming the correct status of my account. It has now been over a month, and I have received no communication whatsoever from Virgin Active. To make matters worse, my subsequent attempts to resolve this issue have been deeply frustrating and unacceptable. Each time I call and provide my ID number, the call is abruptly disconnected. Today alone, I have called four times, all without success. This behaviour is not only unprofessional but raises serious concerns about how customer complaints are being handled. To be absolutely clear: My membership was cancelled correctly A payment plan was agreed to and adhered to A valid payment made in January was not allocated or recognised by Virgin Active I have repeatedly attempted to resolve this error through the proper channels Virgin Active has failed to respond, failed to assist, and failed to communicate I now require the following urgently: Immediate investigation and correction of my account, including recognition of the January payment Written confirmation that my account balance reflects the correct amount Assurance that no incorrect or adverse action (including collections or credit reporting) will be taken due to Virgin Active’s administrative failure A call or written response from a competent senior consultant or accounts manager who can take ownership of this matter I will have no choice but to escalate the matter formally, including lodging complaints with relevant consumer‑protection bodies. I expect a prompt, professional response and a resolution without further delay. This situation has persisted far longer than is reasonable and has caused unnecessary stress and inconvenience due to Virgin Active’s lack of action. I look forward to your urgent response.
0 replies
7 months ago
Standards have dropped drastically.
This Kia used to be the best at one point. All our needs were catered to with a smile but recently the pits. The new lady called Rendani is clueless and clearly uninterested in helping the customers. For some reason every time I get transferred to Ryan the phone hangs up. I don’t know what happened to this Kia but clearly the standards have dropped.
0 replies
23 months ago
Vodacom Fibre
The Fibre call center agents have no idea what they are doing. I've been trying to relocate my Fibre address and every agent I speak to either logs the wrong address or has no idea how to make the change. I've been asked to send my ID 5 times to 5 different email addresses now and everytime I do they say they haven't received it. I would cancel my Fibre with them only when I tried I spoke to cancelations consultant that seemed to be helpful but when I follow up on what she's helped me with I'm directed to the service center. I've received no help on the past 4 weeks!!!
2 replies
49 months ago
Great service
The service I have received from the call center has been exceptional. The staff members are friendly and very helpful. I am yet to call and receive bad service. Charlie Parmissar was thoughtful and extremely helpful with my query. The call Centre agents are friendly, easy to talk to and always willing to help. Great overall service.
1 reply
Review Distribution
5 Star
1 (25%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
3 (75%)