Halstead gym apologises as 'neglected' pensioner waits more than a year for refund

Connie Hauffer, 80, has lived in Sible Hedingham for more than 40 years.

She has been a regular visitor and loyal customer of the Fusion gym in Halstead for the past four years, attending at least two to three times a week.

But Connie says she was left fuming by the gym after it failed to respond to her requests for a refund for more than a year.

Due to the coronavirus pandemic and first lockdown, the gym was closed for a number of months from March last year.

During this time, the gym aimed to freeze membership payments.

However, after trying to stop her payments, Connie found more than £30 had been removed from her account.

After contacting the gym, and being told they would be in touch, it took Fusion until last Thursday to contact Connie about the refund.

They gym contacted Connie after the Gazette asked for a comment concerning the potential error.

Connie said: “I was in touch with them back in March and they said they’d look in to it.

“But just now I got a call from them asking ‘have you not received your money?’

“After I didn’t hear from them, I knew they were going to leave me in the lurch. It’s been a whole year of quiet.

“I’m quite satisfied they’ve now been in touch. They’ve promised to get me a refund in ten days but I’m making a note of the ten days.

“Had you not been in touch, I don’t think they would have given it.

“After I got in touch, there was no further communication at all.”

Connie is unsure if the lack of contact was intentional or accidental but even though she’s “prepared to give them the benefit of the doubt” feels either way it was “neglectful”.

Connie has suspended her membership after developing hip problems in lockdown and now needs a double hip replacement.

A spokesman for Fusion said: “We’re sorry that this refund was delayed.

“It has now been processed and resolved. The refund was an isolated incident and we’re pleased we have been able to resolve this for the customer.”