Disappointed by Billing and Membership Handling
I initially joined this program with a contract that clearly allowed members to pause their membership or change their plan level.
I submitted a formal cancellation request on January 18, right after my last billing cycle on January 13. When I asked to pause my membership, I was told that the pause option was no longer available, even though it was included in my original agreement.
I was informed I’d still be charged through March 10, despite canceling in advance. I then requested to downgrade my plan from unlimited to a 12 classes per cycle plan, which was also an option in my contract. I was told that because I was canceling, I was not allowed to change my plan or membership level for January, February, or March.
The entire process felt inconsistent with the terms presented when I joined and unaccommodating to good-faith efforts to manage billing appropriately. The situation felt punitive as retaliation for canceling . I hope the company reviews its policies for alignment with its original contracts and clearer communication with clients.