Virgin Active South Africa
reviews and complaints

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.

Just before the lockdown, in March, I had signed a contract and paid the activation fee with Virgin Active Cresta as a Vitality Member. Lockdown happened and accounts were frozen.

After lockdown was lifted, Virgin Active debited me R850 instead of R212 as a Vitality Member. I called and they told me there was a problem with how my contract was setup and they are going to fix it and reverse my R850. I was told that was going to take 2 weeks.

Following month, another R850 was debited from my account. I even went to the club to query this problem and how we can go about fixing it. I was called by T[censored]shi who told me they are fixing my contract and processing my reversal. I decided to keep calling myseld so as to avoid a third incorrect debit order. I got hole of Mmachitu who told me my contract still had not been fixed and my reversals had not been actioned yet. She said she needed to correct the contract first and then the reversals will be done.

Third month now (1st November) and they have debited R850 AGAIN. I went in the club and they made me sign a new contract and I was told reversals are done on the 7th of every month and they take 1 - 2 weeks to process.

Today on the 5th I wake up to a debit order of R212 which is the correct debit order but because I was debited on the 1st already, by the same club, it doesn't make sense that they debit me now especially because I was told Vitality Members are debited on the 1st.

I want a reversal of the incorrect R850s that were debited from my account and I want to cancel my contract with the Virgin Active as they have caused me nothing but financial distress and inconvenience for 3 months now.

Since the gym has opened our sauna and steam room haven't been working.
There is no excuse for this.
Very disappointed. I called the 0860 number twice.
They told me my branch (east london /beacon bay) would call me.
To this day no one has called me.

Tried calling Virgin Avtive to cancel my membership more than 2 months ago, but only reached an answering machine stating that I needed to send an email as the call centre was not operating due to COVID-19. I proceeded to do so, but to no avail. I still have not received any response and continue to be charged for a facility in not using. Horrible service! Even follow-up emails don't seem to be working.

After cancelling my vitality and attempting to cancel my VA membership via email (the only way to contact virgin active at the time) on 15 July I only received a response and follow up call on the 15th of August to which I told the person to cancel the contract. This was while the gym accounts were meant to be frozen. I was then debited R1050 and after following up to get a refund and escalate I was told that it was in fact not cancelled and that a manager would contact me. After receiving no word from VA I chose to follow up again and was put on hold for over 30 mins to which I had to put down due to frustration. No one in their client services department has been of any help to me this far. I WILL be taking this further I was again debited an amount of R237.09 today. This is fraud and theft and I will not accept this

I'm a member of the sunninghill club. I went to the gym today to swim with my son. I was turned away at the entrance despite your website stating that the gym is open to under 14s for swimming. I was turned away and yet none of the staff made an effort to clarify or get certainty re the situation. No attempts were made no calls to the manager... Nothing.

I showed them the notices on the website and yet there was no attempt to assist. This is poor customer care. Where is the clarity. Why post that it's open for under 14s to swim. And when you get there you're turned away.

I'm livid. I've continued to pay gym membership fees throughout the lockdown. For gods sake please be clear about what you post. Get it right. Do not waste my time saying one thing and then when I get to the gym i'm turned away. This is time effort and petrol wasted.

Rude behavior of a call center agent.

i received a call from an agent who asked for my name and after that asked for my email address, I then asked who she was and she advised that she was calling on behalf of virgin active and ask for my details again.

I asked her what the call was in connection with and then she said she can't tell me until I confirm my details with an attitude.

I expressed my concern to her regarding disclosing my details to someone without having full information and she got angry and became rude and said ' go to your branch' and hanged up.

Never have i ever spoken to anyone like that and never have I ever expected to be spoken to anyone like that. if someone doesn't like their job or have issues at home they mustn't take it out on us.

I simple wanted to understand before I disclose my information and the person didn't even ask i had time to talk to her she just started being rude. I am very disappointed at Virgin active for employing such people.

snethemba mlambo
[protected]
time of incident :15, 09 from [protected]

resolution:
the employer needs to go for training on how to talk to other people and to also be held account for her behavior. if she's going through something she should be assisted accordingly .

I have emailed five times, tried to phone five times, but to no avail. How am I supposed to cancel my membership if they do not respond?

Re: After Hours Auto Response [Case: ftNh4C, Ticket: ZRufhF]

helene van niekerk
Thu, 3 Sep, 10:54 (6 days ago)
to Virgin

I have not had any response. In fact, I was charged membership fees this month - this after I have emailed twice to say that I want to end my membership. Also tried to phone, but got no answer. Please end my membership immediately and refund me for this month.

Helene van Niekerk

Freelance editor and translator/ Vryskutvertaler en -redigeerder
www.linguafix.net
+[protected]

On Tue, 11 Aug 2020 at 05:52, Virgin Active Web Admin wrote:

Hi there,

Thanks for getting in touch!

We are committed to resolving your query, have created a case number for you, and you can expect a response within 24 hours.

We are dedicated to simplifying the process of getting and staying active. With our myvirginactive app, you can instantly view your access stats, retrieve timetables and book classes directly from your smartphone. Download it now for iOS or Android via your App Store. Additional functionality on myvirginactive includes accessing new workout routines, obtaining eating plans, updating your personal information and more. You can also set personalised fitness goals and track your progress. Try it today.

P.S. Contact centre operating hours are Monday to Thursday 08h00 until 17h00 and Fridays from 08h00 until 16h30.

Speak to you soon!
The Virgin Active Team

Disclaimer

This email and its contents are subject to a disclaimer, which can be viewed at www.virginactive.co.za/disclaimer.

This email has been scanned for viruses and malware, and automatically archived by Mimecast SA (Pty) Ltd.

[protected]

With regards to the said Yougan Naidoo, identity number [protected]. Please note the following:
1) Mr Naidoo had to undergo surgery and was hospitalized for a specific period.
2) Mr Naidoo then approvided the Virgin Active Mount Edgecombe branch which he utilizes to inform them of same;
3) He had a conversation with the manager of the said gym and provided proof thereof of the hospitalization;
4) With the proof, he informed the gym verbally that he will not be utilizing the services for the said specific period;
5) It was confirmed to Mr Naidoo that this was acceptable and payments had not been necessary for the said specific period that he was not using the facilities.;
6) Subsequently he has received an amount payable for the said specific period of time which he did not use the facilities;
7) And was charged, although it was confirmed to Mr Naidoo that this was not necessary;
8) In lieu of the above, a request that the debt be extinguished/written off and no further claim against Mr Naidoo.

Acknowledgement of this letter is awaited and confirmation of the request.

Yours faithfully

Mr Yougan Naidoo Cell : [protected]

I have been a member of virgin active for over 16 years now. At the end of August 2016 I relocated to west Africa, I subsequently moved back to SA in April of 2018. My partner at the time took a contract for both him and I from vitality for the Alice Lane Classic Virgin Active. We took a one year contract continued to use the membership normally. We finished our year contract and went month to month. We ended our relationship and he decided to cancel the membership, he gave Alice Lane Virgin Active one months notice and I received an e-mail from Virgin Active advising me of the cancellation. I called Alice lane Virgin Active and was advised I should give my bank details to avoid cancellation. Nothing was explained in terms of resigning a new contract or that the new amount will in fact be the full monthly membership of R2350.00.

I called the call centre and gave them my bank details, unknowingly that I was agreeing to a new contract because that was not stated on the call. The agent repeated the amount of R1150, and I agreed.
The end of the month an amount of R2350.00 was debitted without my authorization, I called the call center to request why this amount was debited, instead of trying to find the recorded call, they proceeded to insist I am liable. I didn't use the service because I know this will persist, the next month Virgin Active did the same thing, debited my account. I was not part of any medical at that point so I didn't want to sign on another.

In February 2020 I joined a new company and was afforded the opportunity for a medical aid,
I then proceeded to visit Virgin Active Sunninghill to sign on a new membership. I was send advised that I owe month for membership I didn't authorize nor a service I didn't use .

Nathi the salesperson called Cape Town and tried to discuss the matter, but to no avail, I then took the phone and gave them an explicit description of the incident, bare in mind I have been a member for over 16 years with no arrears.

I find that this approach from Virgin Active rather bullish and dominating. I have been a loyal client of Virgin Active and
I will not allow them to take away consumer rights nor my human rights.

I can be apart of a gym in SA but I chose your brand. In conclusion I want virgin Active to acknowledge their flaws in the system and rectifying it and removing all unauthorized debit to my name. I further would expect them to waiver the once of fee to join them again based on my loyalty to the brand.

I have experienced the tragedy of a lost relationship and leaving my country and loosing out on consistency being part of virgin active. I would hate to experience more trauma with just trying to be healthy again.

This is fair communication to take ownership for what Virgin Active did not comply with. You are busy recruiting more clients, yet you take a loyal client and make them feel disrespected. Rather than someone like me who spreads the word and more than likely to discredit you for this nonprofessional behavior.

I am trying to meet with someone to assist to get the best possible solution to have me back in the Gym. I do not appreciate the unanswered emails and return call requests.

How come a client of a family of 5 for 15 years gets treated like a threat? Wish there was an alternative to this circus

Good evening.

I don't know where to begin or if I'm on the right website but be it as it may, I just feel obligated to raise a complaint. It's out of my nature to do this type of stuff.

Before I left the gym about 2 years ago, I was a very active gym member at virgin active, for more than 6 years. I joined the gym again about 3/4 months ago.

Living in Namibia with only 2 virgin active clubs and allot of members, it is difficult to have a good worked out and planed gym session at peak-times in the evenings and also one of the big reasons I left the Maerua Mall branch in the first place. The gyms are very packed these times, especially the Maerua Mall branch. I joined this specific branch because I live less than a kilometer away.

Long story short, my actual complaint is about time lines on gym beches/racks. There is certain groups of individuals that comes to the gym mostly at peak-time in groups and take extra long times (±- 45min) on certain benches/racks, leaving no time for other members to also use. I'm not even talking about the lack of the number of benches/racks which is also a problem on its own.(for example, there is only one Cable machine/rack, one Smith machine and one Squat rack).

I know it's difficult to monitor this type of behaviour. What I want to ask is, can the staff members not be trained to be more aware of keeping an eye out throughout the gym all the time, to remind members to pack away weights, to not stay to long on gym bench or rack, to keep gym benches/racks clean and to assist members more actively, especially new members. Verbal complaints at the branch reception does not help at all...!

I hope this complaint does not fall on deaf ears and actually gets attended to.

I sent a signed letter in October 2019 advising that we do not want to extend our 5x contracts that are coming to end of term 31 October 2019. There was arrears on the contracts and I made an arrangement to pay of the amounts.

Subsequently Virgin Active decided to extend the contracts and keep adding amounts to the already arrear amounts.

I am battling to pay the arrears as it is, and Virgin Active just keeps adding amounts making it impossible to catch up.

My contract was for 2 years and my signed request to not extend should be respected.

Mrs. JC Polley
[protected] or christa.[protected]@gmail.com