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Planet Fitness Support Ticket - REFUND/CANCELLATION

Planet Fitness Support Ticket

REFUND/CANCELLATION - membership

Created By: kcsimp2's Picture kcsimp2 Last Reply: kcsimp2's Picture kcsimp2
Priority Level: [High] Status: [Open]
Created: 4 months ago Last Updated: 4 months ago
Department: N/A Replies: 0
Product: membership

Hello,

Thank you for contacting me Kristin. I wasn’t able to complete my issue online. No I have not been able to use the membership I signed up for, just a few weeks ago, and yet I have run into these billing issues! I am very upset about this. As I was saying I signed up for my membership and input my bank account information at that time. That is the only time I entered bank info. I never went back in to change it. There was no place on the account at that time showing that a charge would be coming out on 5/17/17, just 6 days later. I was contacted by the billing department a couple of weeks later saying that my account needed to be updated because they couldn’t charge my account. I contacted them back at that number 844-752-6348 on May 30, 2017 and confirmed my banking account information. I had never changed it, it was the same info I originally entered in when I set up the account. The young lady I spoke with told me that nothing was owed and my next payment was June 17. She said nothing about a past due payment or late fees or anything being owed for May. In addition, I checked my online account and it showed nothing owed and no past due fees. Next payment due was 6/17/17.

I have screenshots for all this information from the first day I signed up. I checked my account today and it is showing a $25.00 pending transaction! I do not owe them $25.00 and I did not authorize this charge. I contacted that billing number again this morning and they said this charge did not come from them and that I needed to call the actual Planet Fitness location. I called the Lawrenceville location at 678-878-3730. The first person I talked with said nothing was showing in their system and I needed to contact my bank. I contacted my bank and they confirmed that the charge was coming from the Planet Fitness location and their number was attached 678-878-3730. She said that they would put in a dispute of the charges and I need to contact PF again.

I called back and asked for a manager. The young lady would not transfer me but said I owed for late fees. I told her that I am not paying that. It is not my fault that somehow their system could not charge my account then but can magically charge it now! I told her I was cancelling my membership. She was not helpful.

I called back again to speak with the manager and someone said she was busy. Left my info and she did call me back. She said she could not tell where the charge was initiated from but said that I am responsible for it. No I am not responsible for it and I am not paying for any late fees! I do not understand how they were not able to charge my account then but are able to somehow do so today. I asked who I could talk to above her and she said there is no one above her.

I am very upset by this and I want this charge of $25.00 reversed and put back into my account and I want to cancel the membership that I NEVER got to use in the first place!!! Can someone please help me get this taken care of?

Kimberly Simpson

asksimpson2@gmail.com


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