Extremely Poor Service from First Group SA – Financial Repercussions Due to Mismanagement by Accounts Department

We wish to formally express our deep dissatisfaction with the manner in which our membership account has been managed by First Group SA, particularly by their Accounts Department.

Despite numerous emails, telephone calls, and even recorded conversations—during which it was confirmed on several occasions that no outstanding balance existed our account was inexplicably blacklisted without prior notice. This decision has had serious financial repercussions, including the rejection of a finance application that directly affects our business. It is important to note that this membership is held for private use, yet the impact has extended into professional and commercial spheres. This outcome was entirely avoidable had the matter been handled with even basic competence.

We submitted all required proofs of payment and made repeated requests for a clear, detailed allocation of funds paid. Instead of receiving clarity, we were provided with vague summaries and experienced continued silence. Our email dated 3 February 2025, requesting explicit clarification, remains unanswered. Additionally, commitments made by the Accounts Department to resolve the issue have still not been fulfilled as of today.

We also wish to express our regret in transferring our membership from Flexiclub, with whom we enjoyed a trusted and professional relationship for over 36 years. Had we known this transition would be so poorly executed and managed, we would never have agreed to proceed.

It is deeply concerning that First Group SA and Premier Private do not offer a formal complaints email channel, and we no longer have confidence in telephone correspondence, where we are required to speak with a different consultant each time, resulting in no accountability and no continuity.

The treatment of long-standing members in this manner is unacceptable. Given the lack of internal accountability and effective communication channels, we are now compelled to pursue resolution through public and legal avenues.