Massage Envy

I have been waiting on a follow up call from your office regarding my accrued appointments that I wish to take advantage of. I would like for the following information to be considered regarding this matter.

1. I have received 2 voice mail messages from your office that I have 10 unused sessions that must be used within 60 days of my cancellation. I have been unable to schedule any of these sessions due to the miscommunication on my membership account.
2. When I cancelled my membership in Dec-2018, I paid my outstanding invoice with my Discover card, which Massage Envy does not have permission to auto-bill. I only learned that this credit card was being used by Massage Envy when I reached my credit limit and the payment to ME was failing. ME continued to bill a credit card that they did not have permission to do so.
3. I spoke with DiYonna Harris on 8/3 when I realized that ME had continued to bill my Discover card. I was provided the cancellation form, completed the form and emailed it back to your office the same day. My reason for cancellation was that I could no longer afford the monthly sessions due to employment issues.
4. On Sat. 8/10 I had scheduled one of what I thought was 10 sessions I needed to use within 60 days at the ME location in Jacksonville, Florida. At this time I was informed that there were some open issues with my membership and that they could not use any of the accrued session I had with ME. I paid the introductory rate for this session and left embarrassed.
5. On Wed. 8/14 I spoke with DiYonna Harris again regarding this matter. At that time I was led to believe that my accrued sessions were not "a given" and that she would speak with the head clinician at this office and get back with me.

All of this to say that when I called your office last December to stop my membership, all of this could have been avoided had I been given the form to complete at that time and we could have just parted our ways and hopefully ME would not have continued to collect monthly membership fees on a credit card that they did not have my permission to do so on.

I am waiting on a response from your office as to how we are to proceed in this matter.

Regards,

Rhonda Perez

From: Massage Envy - Forest Aces
Sent: Saturday, August 3, 2019 5:00 PM
To: perez.[protected]@comcast.net
Subject: Cancellation Request Form