Michaelin P

Unresolved

I am completely disgusted and frustrated by the shocking lack of accountability and customer service from Virgin Active. On 2 January 2026, my partner and I signed up for a membership. The sales consultant, Sizwe, gave us two options: a 1-year contract for R900 or a 2-year contract for R740 which includes first month a personal trainer free of charge as well as 3 months discounted 20% 30% and 75% of which ever options we do end up taking. We explicitly and clearly told him we wanted the 2-year contract at R740 each. Last month, the correct discounted promotional amount of R1,184 came off. This month, I woke up to an incorrect debit order of R1,260. It turns out Sizwe completely messed up our paperwork and captured our accounts as a 1-year contract at R900 per month! We are now being forced to overpay for a contract we never agreed to. What makes this even more infuriating is the pathetic "service" that followed. I have called the store repeatedly begging for help. The club manager personally promised to call me back to resolve this nightmare, but he completely ignored me and never bothered to phone. Virgin Active was quick to take my money, but when it comes to fixing their own employee's mistake, they completely disappear. I demand that a regional manager contacts me immediately to fix our contracts to the agreed 2-year rate of R740 and refund the money that was wrongfully debited from my bank account! To make matters worse, before the sales consultant left the company, we were explicitly promised that the Month of May 2026 would be 100% FREE for both my partner and myself to compensate for the initial signup issues. We were assured we would pay R0. Instead, Virgin Active has completely ignored this agreement and wrongfully debited R1,125 from my account for May. This branch is operating with complete financial negligence, making unauthorized deductions, and lying to customers.