Virgin Active - Signed up but not activated

After canceling my membership during COVID.
I decided to sign-up again on the 24th of October, I received my welcome package and had made payment of R1030 to join Virgin Active in Steenberg. I joined the November Promotion which means if I train 4 times in the first month I receive December & January free. How cool right?

The sales rep was a super star at first and extremely helpful… however things have taken a turn for the worst to say the least, my membership is still not activated and it is now the 14th of November. According to Virgin Active, my previous membership has an outstanding amount of close to 5k. How this is even possible, it blows my mind as I had canceled and given 2 months notice prior which is in there Ts&Cs. ( I have proof of this )

However I am told I won’t be able to make use of my new membership ( keep in mind I have now signed up again and paid R1030 ) until the outstanding amount is paid in FULL!

I have been pleading to the sales rep for assistance on the matter and requested that if she cannot do anything about the issue to please provide me with a person I can contact to escalate the matter and resolve the issue asap.

I have received one sentence replies from her and she went radio silent for about 5 days. With oleo of back and fourth she told me I would be able to train.. So yay, I get to the gym and they said my account is still not active and their is still a negative amount outstanding on the system - Now I am embarrassed and absolutely ready to rage.

Today I messaged the sales rep again and wasn’t so friendly this time, as now I am extremely frustrated, feel like I have been ripped off and scammed. It has been 2weeks of this.

How can Sales Reps be allowed to sign up members without checking if there is any outstanding amounts on the account if they used to be members. Now I’ve laid out more money for a new membership, which I cannot use and they expecting me to pay this outstanding balance which should not even be there. I was never notified once of owing money to VA I have no record or documentation of this balance due.

I am extremely disappointed with this whole experience, as the staff and trainers at Steenberg have been nothing but helpful and accommodating and I still want to be able to enjoy what I signed up for.

What really upsets me is this rep was so eager to get me started, yet when there is an issue she doesn’t bother to respond to me and has just left me completely in the dark.. which is going to result in me missing the November Promo deal and has left me feeling really disappointed in the whole customer experience.