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Yesterday, 7 August 2024, I was trying to convert my R29 wallet to tier points as per email received from VA. Unfortunately I converted the points to membership fees. Since I am exempt from paying fees as I joined in 2008 I called the Centre today, 8 Aug, just before 12pm.to ask them to reverse what I did and convert the R29 to tier points as it was an error and I don't pay membership fees. First person was great and said they would and to check after 5min. I think his name was Thabo. When I did chk he had only mistakenly reversed 2.90. I called them again just before 12.30 and spoke to a Cindy who also indicated no problem she will do. She was trying to get a hold.of the IT and asked if I want to hold or she will call me back. Cindy never called me back. At around 2.55pm I called for the 3rd time and spoke to Khanye, waited on the phone for ages, explained the whole issue again he consulted with his manager Ms S Cupido who indicated they cannot assist me cause I made the mistake. Completely unhelpful and yet the first 2 consultants did not indicate as such. How would this help me if I dnt pay membership fees.
Very disappointed with such poor service and not bothered attitude from the manager. While Khanye was pleasant I think the manager is lacking.
Given am a client going on 16yrs at VA surely this is not the service I should be given. I would appreciate it if someone can get this sorted out for me.
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Virgin Active South Africa seems to have turned a simple request into an unnecessary obstacle course. You’ve been incredibly patient, especially after dealing with multiple consultants who initially seemed ready to help. It’s almost ironic that after 16 years of loyalty, you’re faced with this kind of runaround over a small error that should have been easily fixed. Hopefully, they realize that long-time clients like you deserve better treatment and finally get this sorted out. It’s time they step up and resolve the issue as they should have from the beginning. Here’s to getting the service you deserve.