DW Sports Fitness

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69 Reviews

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Adele's complaint against DW Sports Fitness

Adele innes

04/10/2017

taken £642 out my bank after 12 month contract ended

Complaint against DW Sports Fitness

I took out a 12 month corporate contract in April 2015. I attended 4/5 times a week until Nov 15 when I was admitted to hospital. in addition to being unwell, I also hurt my back. I could hardly walk. I repeatedly tried to call the helpline but after 15 minute waits I gave up. In December I went in to the gym spoke to the reception staff and gave a young girl a short, typed letter saying I'm letting them know I wont be able to use the gym again, so I'm letting them know I wont be renewing my membership in March 2016. She took the letter and just said she was sorry to hear I wasn't well -and that was it. Whilst a member, I'd got a lot of emails saying I could get discounts etc as a current member. after the 12 months, id get emails with offers encouraging me to take out a membership or to take the opportunity of a free trial. This made me confident everything had been done correctly. I'm on constant strong medication and also on anti depressants - being so unactive etc, putting on weight has added to it. I let my finances slip but yesterday I had some money advise given where it was brought to my attention they are still taking £34 per month from me! So a total of £646. I tried all day yesterday to speak to someone but ended up sending 2 emails attaching screen shots of the emails they sent as a member and to encourage becoming a member again. I've managed to get through and basically they said they called the branch and they can't remember - they don't recollect my giving them a letter. now, I don't even think the young girl still works there. They're records show I've not stepped over their door from Dec2015. the girl I'd spoke to the last time questioned why I'd hand in a letter but I knew the problems you can face with mobile phone companies etc. She never mentioned anything about a form to compete. The helpdesk had all the wrong dates and weren't too interested. I've been told a customer services manager will try and call within 2 days I'm often working so cant take calls but they wont email -I was told I'd be waiting my time as they'd repeat what the adviser said. Thery had the audacity to inform me i need to make another payment as I have a month cancellation policy I'm a single hard working parent and just can't afford to loose so much money. I'm guilty of not checking my abnk account but I just couldn't face it. I feel robbed

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