Can anyone tell me if I have a case here, it’s clearly unfair’ but is that enough to get my money back? I paid £407 in advance to a gym that insisted on 1year membership, privately owned by 2 brothers: 1) I never rec’d any sort of agreement/contract. 2) I never rec’d a training programme. 3) 13 Personal Training appoints missed in 12 weeks, no phone call & no apology. 4) Requested training plan but owner got very annoyed. My husband later rang to sort but I never got plan. 5) One brother sold out to the other but no replacement recruited placing further strain on appointments. 6) Finally, I got 'told off'. Surprised/embarrassed by public aggression I asked for explanation. Anyway, to cut a long story short I'd been overheard discussing missed appointments with another member who had the same problem. Owner became increasingly hostile, accusing me of publicly bad mouthing him & being disruptive, in fact he was so angry he offered my membership fee back. This went on for nearly 2hrs most of which I spent in tears. I didn’t want to leave gym (only place I’d exercised in years) so feeling seriously intimidated and wanting to please suggested we move forward. Eventually agreed the trainee would put together a programme. Once home I reflected more clearly on events. It became increasingly obvious I couldn’t train here. I’d be unhappy and unsure when the next eruption would occur. Next day requested refund previously offered, but it was refused saying it was all sorted out. My husband explained I was very upset/anxious by events and not realistic to pretend nothing had happened. Impossible to continue personal training with someone I find intimidating. 3 months later and still no refund despite repeated requests. I’ve now written a letter saying if the money’s not refunded by 30 June I shall issue a county court claim. ANY HELP MUCH APPRECIATED...Thanks!!

Don't know if it helps at all but in the past I had terrible trouble with the internet customer service team....their ability to comprehend & communicate being, how shall we say, somewhat questionable. In the end I bypassed the internet team altogether and went to the 'normal' customer relations officers, [email protected] who were much more helpful. They apologised and refunded my PPI premiums...Could be worth a try! I'm now requesting refund of a '0% Anniversary Offer' balance transfer fee of £356, the thieving muts made no mention of any fees at any point....all the internet team did was refer me to the small print.

I've just had exactly the same happen on my husband's card. He emailed the Internet Customer Service team, but they just said T&C's changed 1st May. This does not however, answer the point put to them that it is unfair to apply bank charges when the customer is not aware of them. I've had terrible problems with the internet team at Egg before...their level of comprehension/communication is extremely frustrating, so I've just emailed the same complaint to [email protected] who've been much more helpful in the past. I believe they're the 'Customer Relations Officers' who deal with all queries, not just internet. Fingers crossed they agree and refund...I'm reasonably confident they will as applying charges the customer is not aware of is completely unfair.