Virgin Active - Green point virgin active cape town

I trust this email finds you well

I would formally like to log a complaint against the Green Point Virgin Active upon the incident that took place on 8th of August 2022. Approx 17:40-17:45.

As I entered the club at the time estimated, the screen pops up which is the norm of my payment situation.(WE ARE FULLY AWARE THAT THE SCREEN JUST WANTS TO INFORM THE MEMBER THAT THE DEBIT ORDER BOUNCED) Gabeeba, which was receptionist on duty asked am i aware. i responded yes at the time, i usually pay late every month, there is a note made on the system. I pay late every month and I go to the gym at Silo Virgin Active. Please can you just access me ? Her response was a dead No, i cannot let you enter the club and you need to stand one side.

I was shocked when I couldn't enter a club,however I stood one side waiting for whatever was to take place. However, she just continued chatting to her colleague. I then went back to her and asked for her name. The response was shocking, she pulled her blouse closer to me holding her name badge, "my name is Gabeeda, please call head office and have a wonderful day with a smile"

Questions I have pertaining to this
1) Perhaps if you did your receptionist position more efficiently you would have found that there is a note made on the system that I pay late, instead you just denied my access with a smile and left me standing one side.

2) Who gives her the authority to decline my access, when we are fully aware that the second debit order has not even taken place to deny my access. As well as you will find that I do pay by the 10th of every month, i am not in arrears with my account. There are thousands of members that pay late and never by the 1st of the month, Since there is a note and since no arrears as well as the system does not deny me. I want answers

3) The screen that pops up has nothing to do with denying me access since I was at Silo that morning, only reason why I wanted to go to that Point Virgin Active in the afternoon was because I missed my yoga class at wembley. However,I live in Mouille Point, a 5 min walk which was practical for me to just go around the corner. This has set me back from going to Point Virgin Active moving forward.

I called VIrgin Active Green Point once I arrived home at 17:55, of which I called 3 times to just get a response, since I was disconnected on my previous 2 phone calls. Gabeeba answered and then I realised that there was no attempt on my side to reach management. Left it for 3 days, in which I called the head office and spoke to the switchboard operator, of which she informed me that the head of customer service would call me right back. She just stepped into the office.This did not materialise

I have many questions pertaining to this incident and hopefully you can shed some light upon this situation. I have emailed Isak Labuschagne as i want a response from this as well as i am not taking this situation lightly. Please do find this tagged on your facebook page as well...

Conclusion
Just remember i pay R1820 MEMBERSHIP FEES, no discovery discount membership fees. My approach is If you cannot provide a service to your members, and you don't take complaints seriously then you should deal with the consequences. We have every right to be heard, and this type of service I shall not stand for. I have given Virgin Active the time and decency approach to respond and deal with it, however you have failed on every count.