You did everything right. You cancelled your membership—online, by phone, or in person. You got confirmation. But months later, you check your bank statement and there it is: another charge from 24 Hour Fitness.
You're not imagining things. You're not alone. And there are concrete steps you can take to stop the charges and get your money back.
You're Not Alone: The Numbers
According to the Better Business Bureau, 24 Hour Fitness has received 1,282 complaints in the last 3 years. The #1 complaint? Continued billing after cancellation.
"Only 7% of consumers who called customer support stated their issues were resolved."
— PissedConsumer.com analysis of 24 Hour Fitness customer service calls
This isn't new behavior. In 2010, 24 Hour Fitness paid $295 million to settle a class action lawsuit for this exact issue—charging 1.5 million members after they had cancelled.
Source: Keller Grover LLP, co-lead counsel representing 1.5 million class members
Why This Happens
There are several reasons 24 Hour Fitness continues to charge members after cancellation:
No Confirmation Email
If you cancelled online or by phone and didn't receive a confirmation email, 24 Hour Fitness may claim you never cancelled. Their system 'has no record' of your request.
System 'Errors'
Cancellation requests sometimes fail to process. Whether this is genuine technical failure or intentional is debatable—but the result is the same: you keep getting charged.
Employee Turnover
The employee who processed your cancellation left. The new manager 'can't find' your cancellation form. This is a common pattern reported in BBB complaints.
Fine Print Timing
Some contracts require cancellation 30 days before your billing date. If you cancel on the 'wrong' day, they may charge you one more month—and sometimes don't stop there.
What to Do Right Now
Check Your Bank Statement
Document every unauthorized charge with exact dates and amounts. Take screenshots. This is your evidence.
Find Your Cancellation Confirmation
Search your email for any confirmation from 24 Hour Fitness. Check your spam folder. If you cancelled in person, look for any receipt or signed form.
Call Customer Service
Call 866-308-8179. Get the representative's name and a reference number. Write these down. Ask them to confirm in writing that your membership is cancelled.
Email Everything
Send an email to [email protected] with your membership ID, cancellation date, and documentation. This creates a written record they can't deny.
If 24 Hour Fitness Refuses to Stop Charging You
When customer service fails (and it often does—remember that 7% resolution rate), you have legal options:
Option 1: Bank Stop Payment (Regulation E)
Under Regulation E of the Electronic Fund Transfer Act, you can tell your bank to stop future payments to 24 Hour Fitness. Your bank MUST comply—even if the gym disagrees.
Notify your bank at least 3 business days before the next scheduled charge. They cannot refuse.
Source: Nacha (National Automated Clearing House Association)
Option 2: Chargeback
File a chargeback with your bank for charges made after your cancellation date. Time limits:
- Credit cards: 60 days from statement date (Regulation Z)
- Debit cards: 60 days from statement date (Regulation E)
- Mastercard: Up to 120 days, or 540 days for 'services not provided'
Option 3: File a BBB Complaint
Companies often respond to BBB complaints when they ignore customers directly. File at bbb.org/file-a-complaint. Include all documentation.
The Pattern That Led to $295 Million
This isn't the first time 24 Hour Fitness has faced consequences for this behavior:
Class action settlement for charging 1.5 million members after cancellation. Keller Grover LLP served as co-lead counsel.
Full-relief settlement for raising rates on prepaid 'lifetime' memberships. Chimicles Schwartz Kriner & Donaldson-Smith LLP served as lead counsel with Tycko & Zavareei LLP as co-counsel.
Despite paying over $320 million in settlements, the behavior continues. Why? Because most people give up. The friction is intentional.
Key Takeaways
- Document everything—dates, amounts, confirmation numbers, names
- Your bank can stop payments under Regulation E—the gym cannot override this
- You have 60-120 days to file a chargeback depending on your card type
- BBB complaints often get responses when direct contact fails
- This is a documented pattern—24 Hour Fitness has paid $320M+ in settlements