Flexi Holiday Club / Flexi Club SA
reviews and complaints

My parents have been with Flexi Holiday Club right from when they started.

Since before covid they have been trying to cancel their membership, but with no success. My father lost his job and had no income. They told him that they will start to sell his belongings if he doesn't pay.

when he couldn't pay, they said that they will give him a few months but then he had to start paying again but then the monthly went up to almost a thousand rand a month.

Since then, he has not work again because he is medically not able to.

They had to sell their house and move because they could not afford the monthly payments anymore. at this moment they are only receiving a single SASA pension for my mother, because he doesn't qualify.

I would like it if somebody will be able to assist them for, they do not have money for legal advise..

Members number: 035825

My wife is paying the payment every month, and it is up to date. We decided not to do a debit order because she is a contractor.

Because there is no debit order, Flexi Club is making a Red Flag on my name.

Because of that, I really struggled to get a second bond on my home loan at Imas.

And, today I received an SMS stating that My Imas card can not be increased due to Flexi Club that Red Flag me by not having a debit order.

That is absurd to be red-flagged just because Flexi Club has a rule.

It is our choice not to have a debit order.

Member no at Flexi Club: 064444. We cancelled our membership with Flexi Club in 2020 and made bookings to use all our holiday points (56 409) and holiday savings (R19123.) Then Covid happened and all had to be cancelled. We received a Leisure Status Update from Flexiclub stating that we can use these credits up to 31/12/2023. When we wanted to make use of these credits we were adamantly told that our membership had been cancelled and no bookings can be made. We would like our membership re-instated so we can make the bookings or a refund of the R19 123.00.

Membership #1292832

On 7 March 2022 we started communicating with FlexiClub to transfer our parents account to my name... With all the fights, it was only finalized on your end 28 Sept 2022. During that time we could not use any credits, on neither of our accounts... We needed to cancel reservations, because of THEIR LACK OF ADMINISTRATION! With 2 DIFFERENT statements received and all paid in full, we requested to send all packages available on 28 September 2022 for 2023... Still we HAVE NOT received anything!

NOW they want to list my name with the credit bureau for the outstanding balance on a package we never signed up for!

PLUS we would like to make reservations at establishments if there is STILL availability! According to FlexiClub there's no availability and with the establishment there is plenty of AVAILABILITY!

I Deon de Beer at member number 059766 made the following payments via debit order as always to my user account which had not been credited to my account:

17 October 2022 – R1 952,06

15 November 2022 – R1 952,06

I sent the proof of payment to [protected]@clubleasure.co.za but received no response

This is a serious red flag, Please address as a matter of urgency

Tel [protected]

Hello

I find your group has a absolutely disgusting attitude.

We work very hard to take special leave for our special times. La Montagne is doing up grades on the pool. So be it. BUT SURLY YOUR GRPOUP SHOULD OFFER US SOME TYPE OF PAY BACK.

Would you pay the full price for something you were quoted on and then all of a sudden, the take 25% of the value away.

In South Africa SORRY shouldn’t be a word anymore BECAUSE all you big BLUE-CHIP COMPANIES don’t mean it.

Your telephone answering words HOW CAN WE MAKE YOU SMILE. What a flipping joke. YOU ARE JUST A BUNCH OF BULLIES.

This letter is going to be sent to all the social media sites and I will add name to it. She is the one the drops the poor staff that answer the phone.

I am not going to hide anything.

Member number 113523

Kind regards

Glen Coertzen

GC PACKAGING SERVICES

Cell: [protected]

[protected]@gcpack.co.za

I have been trying to access the FlexiClub website to make my family holiday bookings and have been getting an error message which i communicated to Flexiclub through email and their face book page but this problem has not been sorted - resulting me in having difficult to book a family holiday this year. I am in Swaziland and would appreciate accessing the website from this side to enable me make my own bookings.

Creolin, let me try again.

I am answering the message received on Facebook.

I am furious, how did you try to contact me? I do not have any missed calls on my mobile phone.

I am waiting for a call or email since 28 April 2022. Your office was informed several times to contact me on my mobile phone.

How many times do I have to informed you I do have a hearing problem and cannot hear properly on my land line. Why did your office not put a notice on my account about my problem.

Contact me immediately.

I received my credit report on the 26 April 2022 whereby Flexiclub reflects as a revolving credit and that I am in arears from last year which has affected my credit score significantly.

On the 28th April 2022 I sent an email to Flexiclub requesting them to correct this error however I received a response from Pra*****i on the same day stating that the exact same thing my credit report states, however I responded on the 29 April with email proof and POP showing that my account was settled last year as agreed with the accounts department.

To date with numerous follow up email requesting confirmation that this has now been resolved no response has been forthcoming.

Good day all employees, agents, Directors, CEO or whatever your designation is,

Since November 2021, I tried to get my money back as the deduction was incorrect. I am tired of the excuse they could not get hold of me on my telephone numbers provided. Nobody called me on my mobile number.

This is the email received from Flexi Club. I received the mail below on the 4th of April 2022.

On 4/4/2022 12:09 PM, wecanhelp wrote:

Good day Mnr Van Staden,

Trust you well.

Please note we have made attempts to contact you on the contact numbers provided. Unfortunately, we have been unable to reach you.

Please be advised your refund is approved and you will receive your refund during the course of this week.

We trust that the above is in order and look forward to your correspondence in this regard

Please do not hesitate to contact us on [protected] or please reply on this email.

We trust that you have a lovely day further.

On 11 April 2022, I phone them to inform them I did not receive my money. What is the problem?

The name given to me was Reshmi or that was what it sounds like. She/he informed me it would be done the following week.

I phoned today, 28 April 2022 at 11.28 am, and was assisted by Irene. She said that Reshmi is unknown to them. She will ask somebody to call me back. Until now at 15:00, nobody phoned me back.

The amount owned to me is R2598.06. I stop counting how many emails, calls and letters on Flexi Club’s Facebook and the Complaint page. To ask a lawyer to assist, will not be worthwhile, as he will ask money to do so. All the calls cost me a lot of money until now.

Regards

To Whom it may concern

Attention Sam, Vesnie, Marilyn, Nolita and Everybody At Flexi Club

Till now no money, last feedback 6 March 2022, no service, cannot complaint about the service because there is no service.

See mail below. The last feedback was on 6 March 2022. I do understand that this take time to finalize, but what I cannot understand is the fact this inquiry is pending since November 2021. It is 4 months. When is this going to be solved?

Can any one at Flexi Club give me a date this will be finalized? Please your urgent co-operation will be appreciated.

Regards

To Whom it may concern

Attention Sam, Vesnie, Marilyn, Nolita and Everybody At Flexi Club

Good evening all of you who never answer an e-mail or contact me to solve this permanently. Who is the owner / manager / CEO or the Boss? All companies do have a manager or what you call him or her to whom each and every one has to report to?

Tell me why do you send me the latest Member Fees Statement for your Flexi Holiday Club Membership Number 527724? Why...Why...Why...Why...Why...Why...?

See all attached.

Since about 15 November 2021 I struggle to get my money back deducted wrongfully on the 1st of October 2021. You have a set of rules what we, your clients must not do. We cannot get cross, type in capital letters, call you lairs, type in red and refer us from one agent to the other and so the list go on and on and on and on and on. The rules you want us to read before we lock a complaint is not only for the customers but also for Flexi Club. I also lock a complaint 2x on the Flexi Club Facebook Ombudsman. On the page they (that is Flexi Club), the clients will receive an answer in 2 - 3 working days.

You people are definitely not confessional. No one know what to tell the customer. The customer who paid lots of money for this and who is suppose to receive feedback, handled with respect. You want respect but you cannot respect your customers. You cannot stick to your own rules and why do we have to stick to your rules.

I AM A PENSIONER AND A SOLE PROVIDER TO THIS HOUSEHOLD! I WANT MY MONEY ASAP.

WHO ARE GOING TO HELP ME TO SOLVE THIS PROBLEM ASAP?

I lock a call 20 February 2022. Till now, no response, no call, no money, no nothing. I have noticed that the e-mail contact persons in my previous mail was changed to a address not working? Why? Why? Why? I did send the complaint to all of them and believe it or not, No One was Responding / No Money? What is the use of this page to lock a complaint as information is changed by the company / IT / Employees? No response was received?

Can somebody help me with a address / telephone number / Owner / Manager, where I can receive answers? This is ridiculous and amazing frustrated to receive nothing but nothing.

You care about all the capital letters used in the header, rather to give feedback or attention to the problem?

On the 14th of February 2022 I have called Flexi Club to assist as all the Flexi Club resorts are not showing on my profile. I spoke to Crealon and he referred me to the IT department.

Since then I have send screen shots showing the problem and I only received one email back from IT and that was only to asked me to send them a screen shot again. 10 Days have passes without any feedback not even telling me that they are working on the problem.

I would appreciate it if management can please sort this problem and get back to me asap.

Please see previous emails with screen shots.

For Examble: North West Province is only showing Dikhololo and Sun City vacation club no other resorts.

I did read and I understand your Quick guide to writing an effective complaint. This quide is only one sided. You feel offended when the client is frustrated with your Company as the client:

1. This complaint is pending since last year 2021. I contact your company to find out when will my contract end and will there be any deductions. I was informed 31 December 2021 and due to the fact that my contract end, no fees will be deducted;

2. I realize in November 2021 something is wrong and investigate what is the problem. On the above mentioned dates, the amount of R2598.06 x 2 was deducted;

3. After several enquiries I was informed to go to the bank and ask them to reverse the payments. I did do that and they could only reverse November 2021. The teller informed me that she could only reverse November 2021. The system do not allow her to refers October 2021 and I notify your company about the problem;

4. do not receive feedback or satisfaction for complaint with the wrongfully deduction of fees (we receive only the automatic replies);

5. try to phone back if they miss a call and the. The agents do not phone on a number where they cannot be reached (the subscriber you have phoned is not available);

6. the agents refer you to “the right department” and they refer you to “the following right department and it go on and on and on);

7. the agents cannot or I don’t know if it is will not give you a contact name and telephone number of the other department). How can they not know who is the contact person of the other department? This does not make sense. I was working for the Government and I make a telephone list with contact names and number to give the client service;

8. Several telephone calls and e-mails further (this cost me a lot of money to phone and I am the sole provider in my household);

9. List of referring or giving me an e-mail address who can assist me:

[protected]@clubleisure.co.za, [protected]@clubleisure.co.za, [protected]@clubleisure.co.za, [protected]@clubleisure.co.za, [protected]@firstgroup-sa.co.za, [protected]@firstgroup-sa.co.za, [protected]@flexiclub.co.za, [protected]@clubleisure.co.za, [protected]@em. flexiclub.co.za, [protected]@firstgroup-sa.co.za, [protected]@clubleisure.co.za, [protected]@clubleisure.co.za, [protected]@firstgroup-sa.co.za, Sam and Marilyn as well as the ombudsman and Facebook;

10. We have to be nice and cannot feel offended? If you want to be respected and handle you with kindness do you think this is something not to loose our temper? Just put yourself in my shoes. I really think you will act the same or it will be more aggressive. Think about that. It is frustrating, ridicules and not fair to your clients;

11. The cherry on the cake was when I received an e-mail dated the 2nd February 2022 with a Member Fee Statement. When I phoned your company on Friday 18 February 2022 I was informed by Vesnie I owe your company money. What is going on there? Nobody know what is going on as I was not suppose to receive a statement. My contract was finish / close / terminated / kapish / klaar. We must stay calm, friendly, polite, don’t type in capital letters and it going on and on and on. I am currently busy checking my statements to see if your company did deduct other money from my account. I really hope not.

12. An confirmation of bank details was requested by Nolita and I supply it to her;

I want my money back asap.

AM VAN STADEN

They are misleading and thus entrap members. I joined flexi club and I was told that I can cancel at anytime. I called and I told them that I cannot continue due to covid, I would be unable to continue. The agent told me they can stop All that is outstanding and that I could start again o a clean slate one October which is I believe when their year starts. Today I got a call and I was told that I'm owing more than R20,000.00 and in October they will be adding next year's levies and they're not going to stop even though they suspended the account but... I can have this one written off and start a new account. I don't know what to do because they obviously lied or misled the first time.

Tried to book a week at Hole in the Wall and was advised by your company that we could only pay cash with no option of using our points or levy account.

We have 50 600 points as well as a levy account of R 22 383.92

This is disgusting...

What do we have a timeshare with your organization for, if we are unable to use the system we pay for.

On the 29th of June 2021, I sent a complaint to Flexiclub and 5 months later I still not have received an acknowledgement of my email. I have since sent the email to different email addresses that I get from every agent who calls following on paying. What is more disturbing is that I keep getting calls from the Sales agents, selling me cheaper packages and none of them is interested is getting my issue resolved.

In addition to this, the accommodation on their website are never available. I am beginning to think that this offering is a scam. Below is my initial complaint. I have never used this service and I now want it cancelled and my money refunded

Sometime in June/ July 2020, I bought a flexi club package for the purpose of using it as an incentive to take a group of my managers on a sea cruise in
2022. In March of this year, I called Flexi Club to make arrangement for the trip and I was told that the package I'm on does not include any sea cruise benefit.
To add to my shock, when I eventually got a quote from your international department, it was far more expensive than a quote that I had received from
a travel agent.

Subsequent to this, I received two calls from two different people, at different times at Flexi Club who claimed to be supervisors. When I raised my
complaint - in both instances, I did not get any apology nor an explanation to my concern, instead they tried to sell me other products. I took serious offence
to such behavior and I sternly expressed my discontentment towards the conduct to which the calls were dropped in my ear.

When the calls were dropped in my ear, it is then that I decided to reverse the debit orders. Consequently, I also chose not to pick up any
calls from Flexi club as I saw this a fruitless exercise. However, today I picked up a call from your company again, and I spoke to a lady by the name of Nolitha
Vuthela who was calling me from accounts. I explained my frustration to her and she directed me to send this email. Nolitha is the first professional and highly
patient person I have engaged telephonically from Flexi Club. She was decent enough to apologise and directed me accordingly.

In a nutshell, it is one thing to misrepresent information to get sales, but it is unforgivable anyone to be rude when a customer expresses a concern.

Regards

I have made a reservation and ask for 2 x 2 sleepers next to each other because my mom is age eighty and I have to help her with everthing They assure me that it is fine When we came here at 3 oclock The rooms where not made and clean and the one room is302 and the other is 409 Pleasr assist me with this huge problem My mom cant cope alone There were no one to help with the suitcases and the floors and bathrooms are dirty My mom wants to go home We just left Umhlanga sands and everything was super nice there Please help us

am no happy with the service am getting i tried to make booking with one of the customer care lady and she told me yesterday around 1 she will call me back i waited for long when i call back they keep telling me she is on the phone and i tried again pass 5 they told me she left so even today she did not call me and yesterday i spend over R80 Airtime trying to get hold of her

Good day, I hereby would like your assistance in cancellation of the Flexi-Club membership (767051 membership number) which we have been trying to cancel telephonically on several occasions but in 2020 we wrote to them with intentions to cancel our membership as the period of agreement has lapsed. We sent a cancellation letter and paid up all our outstanding fees. To our surprise we were receiving calls again to settle the account as it was not cancelled, we then sent all the proof of payments and communications to various employees of flexi club which fell on deaf ears. The last communication I received was on September 06 claiming that my matter has been escalated and it will be attended within 14-21 days. The following members were copied to the email [protected]@firstgroup-sa.co.za, [protected]@firstgroup-sa.co.za, [protected]@firstgroup-sa.co.za but till to date there has not been any further communication.