Mancato sospensione abbonamento

Hello,My name is Elena. I became a client of Virgin Active Italy, club Milano Bocconi in July 2022. I have a contract with the general conditions of my subscription. One of the services that Virgin Active gives to the customers is Active Break, which is taking a pause in using the club that is possible to take for a min of 1 month. In the contract Art. 11 b 1 it is written that Potrai attivare il servizio Active Break in qualunque momento, which means that you can activate the Active Break service in any moment. On 25/11/2023 I have asked for the activation of Active break through email to the club and received an answer from a member of Virgin Active team Giovanny that they are not able to activate the service because according to the new regulation, there is a period needed before activation and it can be done only in 6 days. For the period of Active Break you should pay, it is not written in the contract how much you should pay, but last year it was 25 euros for a month of pause. This time I have discovered that the price of making a pause has grown and now it costs 35 euro per month. Of course, I was not informed by any means of communication that the price has changed. I already pay for this service, and I pay more then it was discussed in the beginning, when I was signing a contract. I am not going to pay for the days when the club can't activate the service of Active break. It's 6 days and I pay 125 euro a month for using the club, so I need to pay additional money for not using the club (35 euro) and for the period of activation when I can't use the club (25 euro), so in sum I need to pay 60 euro for not using a club for one month. I do not agree, as it is against my contract. And the changes in conditions were not communicated and accepted by me. On 27/11/23 I have called the club Milano Bocconi and asked to speak with a responsible person. The person was not available. I have asked to call me by the end of the working day, but have not received any communication from the club.I still wait for you to activate Active Break period from the date when I asked for it, according to the contract conditions (from 25/11/23 to 24/12/23). I ask you to communicate the state of my subscription as soon as possible by calling me directly.

Grazie per averci contattati.Il nostro team di assistenza clienti si occuperà della tua richiesta per darti riscontro il prima possibile.Ti ricordiamo che è possibile consultare in autonomia la nostra pagina di assistenza al link: s:helpcentervirginactiveitalia.zendesk.com/hc/itSe sei già nostro socio, puoi accedere al nostro centro assistenza direttamente dalla tua app MyVirginActive ( versione 6.0.5) cliccando su PROFILO - IMPOSTAZIONI- FAQSe invece sei già abbonato, puoi accedere alla tua Area personale per verificare lo stato del tuo abbonamento!Accedi cliccando su questo link: s:shop.virginactive.it/account/loginA presto!virginactive neverstoptraining_________________Thank you for contacting us!We have received your request and we will give you our feedback as soon as possible.Best regards!Per aggiungere altri commenti, rispondi a questa email.--------------------------------Questa email è un servizio di Virgin Active internal .[LPL62R-ELZVJ]