Money charged, even if account was frozen.

Question

I sent an email to basic fit around 11th or 12th of december 2021, I went to a basic fit location and asked a clerk to help me with freezing of my account, which happened BEFORE the next invoice. The month passed was paid for, I didn't want to get charged for the next one, that started in the 13th of december. I sent emails when I was charged nevertheless, no answers. Now I can't book a gym session as it says I have debts. I have proof of emails, screenshots, dates and time.

Basic Fit · Accepted Answer

Hi Hani Lucas,

Thank you for your message. We really appreciate this! 

Sorry to hear that there's some confusion about your membership. I've checked this for you right away.

In our administration I can see that the request to freeze your membership was well received and processed at the time. This means that the direct debit has been temporarily stopped. 

It is possible that another payment has been made because the decision to freeze the membership, has crossed the payment order to the bank. Don't worry! You don't have to do anything. The overpaid amount during the lockdown will be automatically settled with the next direct debit after the reopening of our clubs.

The outstanding amount that you currently see in Mybasic-Fit still needs to be corrected in the system. Don't worry, you don't have to do anything for now. The correction will be processed as soon as we can reopen our clubs.

I hope I've give you enough information. If you have any further questions, please let me know!

With kind regards,

Team Social Basic-Fit

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Klacht: Money charged, even if account was frozen.

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