Massage Envy

Member ID:[protected] was charged for services during pandemic while branch was closed. Was asked to freeze my minor son's account instead of a refund at the time to see if things would return to normal. Was told my son's sessions could be transferred to my account, transfer fees waived. I'm now getting the run around and still being charged for services we are unable to use. I have called several times leaving voicemails prior to the shut down, after they opened. Visited in person to have it resolved but was convinced to wait and freeze. I decided to use the sessions they charged me for and close my account. However my son was not allow to use the sessions they charged me for (CDC social distancing regulations), I was encourage not to take a refund but freeze his account for 6 months and wait to see what was happening. I tried to have them transferred so I may used the sessions but they now wanted to charge me a transfer fee on each session when I was promised a waiver of these fee. Its been months and the freeze period has lapsed. The branch manager has yet to respond, the supervisor keep saying he is waiting on his manager and that he is sorry but there is nothing he can do. I have since cancelled the service and requested a full refund formally and via email to the branch. I have not received a copy of the executed cancellation form only that they received it and it will be processed in 10 business day from 1/05/2021. My calls now go unanswered or one of the reps will tell me that Chris or the manager will call me back but I am just left waiting for weeks. I have emailed them about this and even that has been unanswered. This has been a very exhausting experience and I feel poorly treated. In these trying times no one should have to fight for what belongs to them. I would like a full refund of 5 sessions in total. 4 previously charged 2020 and a new charge on february 26, 2021.

I await your response and assistance in this matter.

Thanking you in advance.
Natasha