I joined LA Fitness and organised an induction day in early May with a personal trainer. I had been made redundant and wanted to use some of my redundancy to help me get fit. After I explained I could only make limited use of equipment due to my multiple sclerosis, I received a message from the trainer to say he was not experienced in MS and so was cancelling.

I rang the manager to explain that I was offended by the fact the trainer had not tried to find out more about my condition, and that I wanted to cancel my membership (I was within the cancellation period). I then received a letter saying my direct debit had been cancelled (not by me) and could I set it up again.

I assumed the left hand didn't know what the right hand was doing and that they were unaware of my situation. When I checked my bank account four months later I found that my direct debit hadn't been cancelled and that I had paid LA Fitness £160 for a membership I had believed I had terminated – and had not even used. I cancelled my direct debit and called the manager, who has not returned my calls.

I have now received two letters requesting my direct debit to be set up again. In frustration, I sent three emails to "member services", after being unable to find any other way of making contact with head office. I have also had a letter threatening to add £40 to the £160 I already "owe". MN, Rugby, Warwickshire

There are two issues that emerged here. Firstly, it transpires you were inadvertently sending messages to a website unrelated to LA Fitness, which eventually explained to you it is not affiliated to the company. Secondly, cancellation of gym membership can be fraught with difficulties, which is why the Office of Fair Trading is scrutinising the sector. But as you were made redundant you are apparently eligible for LA Fitness's member pledge guarantee, which means you can cancel your membership with no penalties. The company said it had been trying to contact you when your bank advised it that you had cancelled your direct debit on 20 August. LA Fitness has asked you to send in paperwork confirming your redundancy so it can close your account and refund your £160. But in your view, the company should be embarrassed to have handled a disability issue this way.

LA Fitness said it is concerned by your version of events, which contravenes its company policy, and will be investigating further.

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