My complaint:
I started a FLEXI membership in France (more expensive and more flexible – monthly contract)
– When I cancelled my gym membership over the app, Basic-Fit kept charging me for an additional 6 months until I found out and requested for this action to stop.
– The first email exchange refused and said I had never cancelled my membership and that I will only finish my contract in January 2023 after a few email exchanges of me telling him that I cancelled the account in the app and that it was legit, he stopped answering me. I tried to use my Basic Fit card to check I wasn’t wrong and my account was in fact suspended and not working, the guy from the shop told me that he would request a refund for me.
I sent another email with the same proof of cancellation and he told me in fact it was because I had two memberships and he showed me this:
-one membership active without card (which I cancelled via the app)
-one membership active with card (which was still active and being charged)
I asked him why I had two accounts when I had never created two accounts, and had been billed twice during the active months (8 months). He said that I had done it myself and it was my fault. I asked him why I have never been billed for this second account and he stopped replying. My monthly bills are very clear, it shows one debit for one membership and so does in my app.
– I found out in fact I had been deducted twice a month after my contract started from between October 2021 until May 2022 despite only having created an account once and accepted a direct debit once. This amount has never shown on my monthly bill or the application where all the information about the membership lies.
Since then I have been asking almost daily online to customer service two questions
– Why wasn’t I billed for both accounts if I had two during my active period with Basic-Fit?
– Why when I closed one account in fact stopped having access to my second membership?
Basic-Fit has to accept when they are wrong, and should refund when situations like this happen. They shouldn’t be reliant on fraud money to run a multi-million dollar business.
When I speak to them online they tell me to ask for a refund to my bank, don’t answer the questions and close the conversation without giving you time to answer which is a waste of time to explain this mess. I haven’t once been rude to them and get a silent treatment every time. I’m on the third email that falls silent and third online correspondance that end in rude responses from them. This is really the worst customer service I have dealt with ever.
I have asked them politely for a refund and apology that would be sufficient and stop being contacted. They refunded me 6 months as a good will gesture and refuse to refund 8 months of the ghost membership which is duplicate pay they took without consent.
– I won’t quit until they pay back everything, it is not their money to have. It is wrong if they are not clear about their contractual obligation with their clients and billing mechanisms that the client is only aware through their bank statements. This is really fraudulent and non consensual on top of the rubbish response from their team who don’t care.
I recommend you to run away from this brand, there are a lot better deals you can get out there. I am still contacting them everyday via email and they become silent and stop responding where the mistake is. If this is the treatment you want, open a membership with them.
Suggested solution:
Full reimbursement and apology
