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Karen's complaint against DW Sports Fitness
Trying to cancel membership nightmare
Complaint against DW Sports Fitness
In Feb I began to try and cancel my membership at DW fitness. The branch said it was easold done but had to be by telephone. Over two weeks I tried phoning daily - difficult to fo within their customer service open hours when you're a full time headteacher and working mum. Each time I was on hold, listening to music with the odd message aplogisin to me and saying I was 14th in the queue. Twice I phoned at the very moment their lines opened and still hit send message. I usually gave up after 20 mins- I simply do not gave the time. Finally I sent an email instead- very clearly expressing my disgust at not being able to get through. I just received an automated response saying membership could not be cancelled by email and I needed to phone customer services - aaaarggghh! I sent another one with COMPLAINT in the heading box - 9 also provided e numbers on which they could ring me instead. But again the standard response arrived in my inbox. I gave up for a while - I have a very busy life- and finally cancelled my direct debit in June. On Friday 22nd July I received an email stating the account was in arrears. I phoned the number in the email - and got through in a record 12 minutes!! I told her how unimpressed i was at having my integrity questioned by DW accusing my account of being in arrears. I explained why I'd cancelled my direct debit. However, this was not good enough. They wanted proof then of my attempts to cancel! I sent the two emails to her and she did agree to cancel the membership and not worry about the arrears. However I said I also wanted the fees taken from my account from Feb yo March refunded. I had not used the facilities and had been trying to close the account since February. They have said to me I need to provide evidence of multiple attempts to phone them! Again questioning my integrity. The emails sent in February show the level of frustration I'd reached by then. I do not have access to itemised billing at home. It is the summer holidays do I cannot access the school ones. I have had no attempt at an apology from them. And no attempt at thanking me for my custom. I'd be grateful for your support here.
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