I was told last month to cancel my Virgin Active account by issuing a stop order with my bank after I send a fax to the call centre. After doing so, the stop order was successful and I expected a payment to be taken for the cancellation fee. This month, I received a letter saying that I had not paid my membership (I have two that started at the same time) and would need to pay immediately.
When I called the call centre at about 16:30 today, I was told that no record of my cancellation existed. The call centre agent then proceeded to process the cancellation and I made a request that the cancellation proceed in about 2 days so that I could ensure that there are adequate funds in my account. I was told that this is not possible, as it must be done over the phone now. I asked her to proceed and she thanked me and put the phone down.
5 minutes later, I received another call stating that they see that I wish to cancel one account, but not the other. I requested that both accounts get cancelled and that they get cancelled in about 2 days. I was told that only the one could be cancelled then, but not the other. Why could the first consultant not just do so?
And what happened to my fax?
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