I am writing this in immense frustration and disappointment with the customer service of Fitness Up at Braga parque. I had a clone membership in September 2017 with 13.78€/ 2 weeks with Ana Rita Tomas which I cancelled and we were authorized to the gym until September 27th, 2018. Than I enrolled with an individual membership with 9.80€/ 2 weeks which I also cancelled the subscription in the end of 2019.However despite the cancellation I have been charged for both memberships until this day. Regardless the fact that I used same access key to the Gym.I visited 3 times and went numerous times to demand the copy of my contract but it has not been provided to me with an excuse that they couldn't find it and will check paper records.Than the customer service person on a call promised to email me the copy which I never received.Later I received the email from apoioaocliente@fitnessup.pt as the said they can not find any record of cancellation. Which make no legal sense to charge one person twice for same services.After numerous email exchange with them since June 9th, 2021 on the 30th of June,2021 they suggested a resolution of paying me half of amount debited to me during this period, which amount to around €315 as per their calculation.13.78 per 2 weeks So that will be 27.56 per month I was charged unfairly for that clone contract on top of regular contract since October 2018 to March 2021 which is 826.8 euros in total unlike the amount you calculated.Since than I have sent them numerous email explaining how the debited amount was under calculated. I was charged 2 years and 7 months form the clone account alone 13.78 per 2 weeks So that will be 27.56 per month I was charged unfairly for that clone contract on top of regular contract since October 2018 to March 2021 which is 826.8 euros in total unlike the amount they calculated.Since this email and multiple reminders haven't received a response from them.This is highly unethical and illegal to charge one person with two different memberships for same benefits and not being able to provide the documentation on demand. To have one contract on top of the other.I expect now full compensation of the financial loss and loss of time and frustration it caused me as the management of FitnessUp completely failed to address my concerns fairly.Best regards,Syeda Mahwish Bakht
