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April's complaint against Xercise4Less

April Buazon


Cancellation and misinformation

Complaint against Xercise4Less

I would like to make a formal complaint about how this has been mishandled by staff in the Headingley branch repeatedly. I have not lived in Leeds for over a year, so as you can imagine I am slightly frustrated that I am still having to deal with this. I moved out of Leeds in August 2015, I tried to cancel my contract then and I was told I couldn't because it was for 12 months. I was however reassured that it will automatically end and I wouldn't have to do anything. So it was a little surprising that after 12 months I was still getting charged by direct debit. When I called to get a refund, because obviously there was some mistake, I was told that 12 month contract did not automatically end and I had to cancel it myself. After several phone calls between staff in Headingley and Harlands, I was charged an extra £10 upfront to cover the 30 day notice to cancel my membership and I was again reassured that it was all done and it had beef cancelled. So I was extremely surprised and even more perplexed when CRS sent me a text saying that they had sent me a letter a week ago - at an address that I haven't lived in in over a year - to collect a debt for a membership I thought I had cancelled twice. Financial repercussions for the misinformation that your staff provided in two differing occasions, I can just about deal with. Both incidents have cost about £200. However being referred to debt collectors and having my credit scoring tarnished for something that was your employees mistakes, completely unacceptable. I really hope that this matter will now be dealt with efficiently and fairly.

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