Virgin Active
Virgin Active
Brand's performance
6.8
/100
Unsatisfactory
Unsatisfactory
Satisfaction Index over the past 12 months.
Response Rate
0%
Average Response Time
0%
Solution Rate
0%
Average Ratings
23.3%
Customer Retention Rate
33.3%
Category ranking
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Virgin Active - Unacceptable service

No resolution
Lemeeze
Lemeeze filed the complaint
20 October 2021
I contacted virgin active regarding going back to premier membership as I only downgraded a few months back due to COVID19 prior to that I have always been premier member for many years

On 11 October 2021 I finally reached Mohammad Amien After unsuccessfully trying to get hold of virgin active contact centre on numerous occasions and mailing them with no response.

I explained to Mohammad Amien that I downgraded a few months back due to covid19 and would like to go back to premier membership now he said I need to pay the New premium of R600 for premier membership. I told him that this CAnt be right as I was paying R400 something before downgrading to club and I was not informed by virgin active representative that if I wanted to upgrade back to premier membership in future that the new fees will be applicable. He said there was no manager available to take my query and he would escalate via email a manager Named Blanche Maarman would call me, it’s almost two weeks and no call.

I then contacted Virgin active on Facebook and was told to inbox via FB messaged which I did, Tracey LEE who is apparently a senior manager was messaging me in response to my query. She did NOTHING AT ALL TO EVEN ATTEMPT TO ASSIST WITH OR RESOLVE MY COMPLAINT

INSTEAD SHE WANTS TO CANCEL MY MEMBERSHIP WHICH IS NOT WHAT I REQUESTED

I MERELY Stated “ so you would rather I cancel?!”

Meaning it seems that VIRGIN ACTIVE would RATHER I CANCEL THAN ATtemp to retain my membership?

This was her response:
That she has cancelled my membership as of 31 October 2021, I have not requested this

I am absolutely disappointed in the pathetic service I have received mind you myself and my sister have the exact same issue as we both were always premier members and only downgraded because of the on going covid19
Another member who joined virgin on vitality this year is paying about zR355
How is it that we as long service members almost 10 years have to now pay the NEW rates?

All we want is to pay the same premium we were paying for premier membership prior to the downgrade
This complaint has a private attachment.
Incident date: 11 October 2021
This complaint has been considered as not resolved.
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