Virgin Active South Africa

In February 2021, I decided to join virgin active. I went to the one at cape gate, I spoke to one of the staffs there and was really specific about my request:

basically I came here in Cape Town on the 2nd of November to be with my partner, when I got here I applied for a spousal visa to stay in the country, I told the staff that I needed a short term gym membership because I wasn't sure if I was going to get the visa or not, to which I was told that they don't do anymore. He insisted I should go for the one year contract and if anything, I should meet with him and he will cancel it for me. And also I get the month of April for free... I thought that was nice and I signed the contract.

I started going to the gym n even booked a personal trainer. First my card didn't work and the staff had to touch in and out for me. So I wasn't qualified for the April free month coz they think I didn't come.

then my visa got rejected, and immediately I phoned virgin active to let them know and they told me I should go to the store. I did n told them the situation, they started telling me I should pay for the cancellation etc etc, I told them about the dude that dealt with me initially and was told by him that he would sort it out but he was nowhere to be found. And because time was ticking and had to act fast, they told me to freeze the account AND I DID JUST THAT! While I was dealing with my visa, and also lost my job, I was depositing money on my account to pay my solicitor and the immigration office etc... next thing, virgin active took that money from my account which left me with nothing and delayed my application and I had only 10 days to find money. I phoned virgin active, they said somebody hacked into their system and they can't give me any information and that my account is still active etc. months went by, they were still taking money from my account, I kept calling and I was getting the same hacking business. I sent them several emails and no reply from them.

Can they still legit charging me for the service?

thank you

I joined virgin active and they had told me that I'd get the first month free if I work out for 4 days straight, that did not happen. I was told if I could help a friend join I'd get the following month 50% off, that didn't happen either. When I joined the employee that helped me wasn't transparent with me, she did not mention how long the contract would be, she was more in a rush to get me to sign on the dotted lines than to actually evaluate now the contract works. If you have an alternative option, do not choose virgin active. Their services do not match their prices.

I have now been trying to get an update on my Membership status for two weeks. Each month my debit order is different and I don't know what I must pay. I have sent many emails and have called your helpline 10+ times. The emails go unanswered and the call centre numbers either does not work, or the operators simply put the phone down while I'm explaining the situation to them. Furthermore, neither your website or mobile app is allowing me to check my account and all the contact numbers on your website is incorrect. This will be my last attempt to reach you and if I do not get a response by return email, my next step will by Hallo Peter, Social media and contacting your HQ in England, as well as emailing your CEO directly. Your client service is simply unacceptable and pathetic!
ID Number: [protected]
Contract or card number: Contract number: [protected] & Membership number: [protected]
Email address registered with Virgin Active: [protected]@gmail.co.za
Mobile Number: [protected]

Anton Kotzee

i cancelled all my subscriptions / contracts with Virgin active in 2018 and since then no deductions until 26/10/2020 virgin active suddenly started deducting money from my account. i have not since cancelation been to a gym or contacted a gym nor gave consent for any deductions from my account. i want all the money starting 26/10/2020 refunded to me and how can i get them to remove / delete all my information from their system?
all the money they deducted from my account illegally
26/10/2020 R96.00
31/10/2020 R232.00
25/11/2020 R96.00
01/12/2020 R232.00
29/12/2020 R214.06
01/02/2021 R1160.00
01/03/2021 R1160.00
01/04/2021 R1200.00
30/04/2021 R1200.00
01/06/2021 R1200.00
01/07/2021 R1200.00
TOTAL R7990.06

The Virgin Active Waterstone number does not work. This is very frustrating to say the least. I then tried to phone the Head Office but it only rings for a couple of seconds then it stops.

Waterstone number on internet is: [protected]
Head office number is: [protected]

How must clients get in contact with anyone at Virgin Active? It has been two days. Please either change the numbers on the internet, or state that you don't have contact numbers.

We were phoned by a consultant over a phone. He never mentioned all the rules etc regarding vitality. Since february that we joined I tried to resolve this and requested that my membership must be fixed and to get a voice recording of what was offered by tony. Until today no feedback because apparently system was hacked. I want our account to be fixed immediately and refuse to pay for the normal fees. Trying to find a resolution for this but no one wants to assist. I was promised by thulisa that she will phone today but i'm getting ignored. Please I want to pay my membership what was offered over the phone and resolve this. It is 4 months now. Virgin active n1 city is also aware of this but they can't assist.

Good day,

I am a member of Virgin Active and have been for years. I mostly train at Virgin Active Rooihuiskraal in Centurion, Gauteng.

In multiple occasions this gym plays kwaito music to which everyone must be forced to train on. This is simply not cultural sensitive and truly frustrating.

I have suggested and will again suggest playing pop music, which is popular in the broad terms.

I am truly so sick of this and considering taking legal action against Virgin SA.

I am urgently looking to cancel my virgin active gym contract, I have been trying for weeks. They are near impossible to get a hold of on call. I finally found an email address which is not listed as a contact on any of the south african websites only to be met with lazy poor service consultants as Tyron.
I am unemployed and my 24 months on contract has passed however I have not received any assistance. I have been calling since 27 May 2021, emailing since 4 June 2021. I have been met with nonchalant lazy workers and have not received any feedback other than the systems are offline, for over a week.
ID Number : [protected]
Contract or card number : [protected]
Email address registered with Virgin Active : solomon.[protected]@gmail.com
Mobile Number : [protected] / [protected]

The online booking system for Virgin Active are down for weeks now,

Plaese assist urgently

I cancelled membership and noticed RR126.00 was deducted. Complete cancellation I have a gym on site.

2 days after I joined the club a month fee was deducted and I didn't even attend the gym yet, after I was told I was going to get my first month free because I had 3 free training sessions with one of your personal trainers. I was told I'd get the second month free then if I trained 4 times for the month so I did but still today a monthly fee was deducted and it's nit even the first yet. I joined march. April was suppose to be free but it wasn't and may as well but a fee was still deducted ?

Really appalled by complaints process at Westville blue heights gym. Manager Sanele rude lacked discretion with poor management aptitude
Contract sold by MO Kkan for my son no restriction s explained no walk about etc
After using the gym 13 times he is pulled out by Sanele for being underage
Where was this the other 13 visits despite even being assisted by their consultants
Manager Drishti Singh only contactable on Monday
Why would I support this incompetence is beyond me
The sign up took about 3 to 4 visits and still they *****ed it up with MO Khan having to come personally home to finalize
Manager Sanele insinuates I lied about not being shown around despite such incompetemce
Was my son and I racially profiled and humiliated by an over eager incompetent manager is not know
I did feel humiliated and embarrassed as this was 13 episodes later... Never again

Virgin Activ hands you over to legal even if you cancelled with them!

I unfortunately had to cancel my subscription with them before August of 2020 - my account was a month to month account. I sent them a nice cancellation letter but keep getting accounts from them. Now been handed over to their lawyers. Seems like Virgin Activ is now like Telkom and SABC - there is no way they will let you go. And their attorneys are not much help either: VVM

I'm having problem with money that been debited from my account when I know of one account I've asked for a letter confirming that I have terminated my contract and the people under my contract as well I never received one I get different consultants every time I call n thy say different things like they are not working for the same company

Read the fine prints of your contracts carefully please so you dont make the same mistake I did :)

I signed up for a 12-month Virgin Active contract in Jan 2019.

I now find out that debit orders are still going off from them, 2 years later! In the T&C's of the contract is says that the contract will continue unless cancelled. I find that quite shocking as not many people in today's world read all of the fine print.

So basically I've paying fees for 12-months without even being aware that I'm a member of the gym! Virgin active were able to verify this by sending my usage report, which shows I have not used the gym in the last 12-months.

Absolutely pathetic service from Virgin Active. I was told that there is nothing they can do and I must just forfeit those 12-months of fees that were deducted from my account unknowingly?!

They said I should have read the full contract and it is my responsibility. I find it disgusting to treat a member like this, especially since I have used their services for many years in the past.

Good day

I would like to tell you the service I received today from Qaqamba Mkefe was really disgusting.
She could not help in any way
She just needed to get rid of me.

If virgin active hires people that cannot handle the pressure, they should not be working there.
I called to freeze my account and I was told sorry I cannot be helped after I waited 10 minutes on the line to get through.
I used my airtime .
I asked can she call me back and she no she cannot .
Please can you get my account sorted asap as this now frustrating to deal with people like this.

[protected]
Thaveshni

When I subscribed, Virgin Active was running a special that gave R1500 Takealot Voucher to new members. I have not received my voucher (despite being confirmed as eligible) almost a year later, and they refuse to inform me why. I actually think one of the staff may have stolen the voucher for their own use. I feel cheated and scammed by the company

I am a member of virgin active for many year and my gym membership is paid by my employer. Why Virgin active can not give a member a letter confirming that this person is a member and we have deducted so much in his/ her account this year. That's all I need a letter confirming this but hey no they can't they can only print me a statement which shows from day one up to now. Who cares about 20 page statement than writing a simple thing. Now my employer has rejected this.
Regards
NSDlavana

Yet another debit order has gone off for my cancelled membership, which was in june 2020.

This is unacceptable and I expect to be refunded for all debit orders since august 2020 immediately. There have been 4 in total

I have emailed webadmin@virginactive.co.za, and have yet to receive a response, nor have I received the refund!

This will now be forwarded to the media.

Over the past week I have contacted the head office customer service number four time and all four encounters were absolutely horrific.
The staff answering the calls are absolutely rude and have no telephone etiquette. Not giving the customer a chance to fully explain their story and interrupting by saying the same thing over and over. No service recovery skills.

No help at all. This has put me off ever using their services again.

I just don't understand how branch staff can help more than the dedicated customer service line.