Derby gym 'messed up' my membership and 'now I'm being hounded by debt agency'

This post first appeared on Derby Telegraph. Read the original article.

A Derby businesswoman says she is wrongly “being hounded” by a debt collection agency despite legitimately cancelling a membership at a city gym.

Katy Lake has slammed DW Fitness in Pride Park who she says handed her a “duff cancellation code” when she went to the gym in person to physically tender her cancellation in April.

The 43-year-old said for the first two months the direct debit was gone.

But when she went to check her bank statement, having been made redundant from her job in October, she noticed DW had begun taking monthly payments out of her bank account again.

Pictured is Katy Lake who has slammed DW Fitness in Pride Park who she says handed her a “duff cancellation code”

Katy Lake has slammed DW Fitness in Pride Park who she says handed her a “duff cancellation code”

Miss Lake went to her bank and claimed that money back, but on December 28 she received a phone call from a debt recovery agency saying she owed them £150.

In response, a spokesman from DW Fitness said it apologised for the error and that Miss Lake “would receive no further contact”.

Miss Lake, of Sunny Hill, said: “It is a difficult time for me, finances are tight, I am setting up my own business and now I’m really worried that I am going to have to fight a debt collection agency despite doing nothing working and doing everything by the book and what DW Fitness asked me to do when I told them I wanted to cancel my membership.

“In the few days this has happened I have been to Citizens’ Advice and looked online and this appears to be a huge problem with DW Fitness all over the country.

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“I would be interested to know if I am not the only one getting this sort of treatment from the Derby gym.”

Miss Lake, who is setting up her own marketing and services company called Lintel Studio, said she joined DW Fitness in 2015 and in April of last year decided to cancel her membership.

She told the Derby gym who advised that she needed to do so in person rather than on the phone or online which she did.

She said: “I gave them a full month’s notice as requested and the direct debit stopped for June and July.

“But when I was made redundant from my job in October I checked my online banking and noticed the direct debit had started again in August.

“I rang DW and they told me I hadn’t cancelled my membership and would have to prove that I had done so.

“I gave them the code I received when I cancelled my membership last April and they claimed it didn’t exist.

“Seeing as you have to do so in person rather than online or in writing there is no paper trail."

Miss Lake said she is now waiting to see what happens next but said she is deeply annoyed with DW Fitness.

She said: “I kept my side of the bargain, I kept up my payments and membership for two years and now they have sold what they wrongly claim I owe them to a debt agency.

“It’s completely wrong.”

A DW Fitness First spokesperson said: "We can confirm Katy did cancel her payment in May but apologise that it was not processed correctly.

“There was a fire at the Derby gym and we had a major system overhaul to which we attributed to the oversight.

“We understand her frustration and sincerely apologise for this error. All money has been refunded and Katy will not receive any further contact.”