Raleigh gym works to resolve overcharge glitch - WNCN: News, Weather

Raleigh gym works to resolve overcharge glitch

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Memberships at fitness centers are getting more and more competitive, so imagine the shock when some members got charged almost $3,000 for one month.

Some members of Fitness Connection, which has five Triangle locations, were accidentally charged $2,900 Tuesday night. The mistake was caused by simply misplacing a decimal.

Fitness Connection first began hearing about mischarges from their locations in the Houston, Dallas and Raleigh, the company's senior vice president of operations, Josh Harwood, said.

Harwood said the vendor Fitness Connection uses for processing bills mistakenly billed customers. He said it isn't yet clear how it's happening but he insists the data from Fitness Connection is being sent to the vendor correctly.

According to Harwood, the vendor claims money was not actually drawn from accounts, but accounts were "frozen." Harwood says the computer step to actually take the funds was not executed.

The third party processor, Vantiv, released a statement saying at no time was cardholder information exposed anywhere outside its secure networks.

Still, Fitness Connection's parent company, Titan Fitness, said it is furious over the error.

"First of all, we didn't do it; it was a third party transaction," Titan Fitness CEO Jeff Skeen said.

Skeen said 2 percent of Fitness Connection's customers nationwide were affected, as well as customers of other companies across the U.S.

"Companies across the country have been impacted, because it deals with Visa," Skeen said. "So I hear that more than 2 million people from all their institutions have been impacted.

"The customer sees us, so we take the black eye for it."

Skeen said the mistake has already been corrected with the proper amount now debited from accounts.

"So for the customer, they won't be charged any extra," Skeen said. "Everything will be taken care of."

Fitness Connection is providing an email to its customers if they have any problems. You can email refund@jonasfitness.com. Customers must include the following in their email:

  1. Your full name
  2. The best phone # to reach you on (preferably your cell)
  3. The name of the health club or gym you belong to and the city it is located
  4. The amount of NSF or other insufficient funds fees you incurred from your bank or credit card company
  5. Attach a scan or screen grab of the fees charged to you by your Credit Card company or Bank dated on July 23 or July 24 (this documentation/proof MUST be provided to them in order to get you properly reimbursed by the 3rd party credit card provider)

Melanie Sanders

Melanie's "What's Next" series features an engaging approach to storytelling and highlights the leaders in innovation who are shaping our future. Check it out HERE! More>>

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