On April 5, 2007, we complained to their accounts department regarding a change on my husband's account - renewing automatically his membership after his one-year contract expired - $599.00 for a year - and all of a sudden our VISA was charged $83.74. Stephanie at accounting filed up a request for refund form, indicating that the refund would be processed in 30 -60 days.
I spoke to Stephanie, after leaving several messages were that went unreturned, who told me her supervisor did not approved the "request". During our meeting in April she never indicated that the request needed to be approved, nor did anyone ever notified of this refusal to return our money.
According to the consumer protection act they needed to provide my husband with a registered letter or a hand delivered letter requesting his signature before any further transactions were made, since he paid for a year in advanced and his membership expired, thus making the contract void.
I have requested a copy of the above documents (i.e., letters with my husband's signature) and I was told that the contract overrode the consumer protection act and this was not required.
Under present legislation, this is fraud, so I would like to make other consumers aware of it.