1 Laetitia Pauw - 4 years ago
I have cancelled my gym contract in November, Virgin Active proceeded to deduct a cancellation fee and never cancelled my contract.
The consultant at the cancellations department told me that I needed to pay a cancellation fee of X amount as I still had some time left on my contract before the contract time was over.
They keep running the debit order off my account 4 months now after I cancelled the contract.
I phone them on a weekly basis and no one helps me, I have been referred to the Team Managers who have then referred me to the Quality Manager Edward Steyn.
He e mailed me to say that he will give me feedback by the 22 January...we are now on the 21 of Feb and I still have not heard back from him. I call him on a weekly basis as well and leave messages for him to contact me back.
Till this day he is always in a meeting and never returns my calls, e mail or my Voice messages.
The service I have been receiving is shocking and they now tell me that I am in arrears of R600 due to that fact that I have stopped my debit orders.
They want to tell me that I never cancelled, even after listening to the phone calls on their system they still did not want to admit that they made a mistake and rectify the situation. The manager still told me that I was billed for the cancellation so he doesn't know why it wasn't done.
However I'm still waiting for him to call me back. I'm very upset at the shocking service.
All I need is for them to just cancel the contract and to stop running debit orders
