Complaints

This profile includes complaints for Defined Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Defined Fitness

  5850 Eubank Blvd NE Ste B20 Albuquerque, NM 87111-6121

• 

  Defined Fitness

  4080 Ridge Rock Rd SE Rio Rancho, NM 87124-7649

• 

  Defined Fitness

  6210 Riverside Plaza Ln NW Albuquerque, NM 87120-2600

• 

  Defined Fitness

  8020 Central Ave SW Albuquerque, NM 87121-2180

• 

  Defined Fitness

  1640 Rio Rancho Dr SE Rio Rancho, NM 87124-1092

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 5th I sign up for define fitness membership for a promotional price of $4 for the month of July. And moving forward $47.26 for 12 months. They had me pay the $4 and the $42.96 on July 5th for July and aug payment total of $$46.96. Moving forward in September came around and I just didn’t have time to go to the gym because I’m a college student. I’ve told them if I can cancel my membership . They told me I’m not eligible right now. And I could freeze my account. So, they tried pulling my payment for September. My account didn’t have the amount that day. And I call them that same day and asked why they didn’t pull it. They said they did. And I told them the money is in there. Can I just make a payment over the phone. They said no. I had to go in. So I did. And I get hit with the late fee of $9.50+service fee$23.50 and $42.92 membership fee? I called customer service about this. They were kind enough to waive the service fee. And I paid the $52.46 that day to be caught up for September. And I spoke to the manager. To freeze my account sep 24 to freeze my account. He told me to $10 will be taken out of my acct Oct 1st. I waited for that. And come to find out it’s the 3rd month and I have to pay the annual improvement fee of $39.99+$10 and on top of service fee $23.50? So it $76.46? And I spoke to the office is sign up for membership that I wasn’t aware of the $39.99 and the $23.50. They said it’s in the contract. And I should have only paid$10 to freeze my account for Oct. but now I have to pay $76.46 then being told I’m not eligible to buy out my contract. It’s so frustrating. I’m paying so much for service I’m not even getting now. I’m sure this is happening to a lot others. I just want to get out do this contract. It’s cheaper to just pay a monthly bill of $42.46.. they told me I have 12 business days to pay the $76.46. And now I have a upcoming $42.96 due November 01.

  Business Response

  Date: 10/18/2024

  Dear ********,

  Thank you for contacting us through the BBB. We truly appreciate the opportunity to address your concerns, and we sincerely apologize for any confusion you’ve encountered. We’d like to provide some clarity regarding your membership.
  According to our records, you joined on a 12-month term membership in July. As part of our July promotion, you received a $4 initial sign-up fee and the month of July free, with the prorated amount waived. Additionally, our initial enrollment includes advanced dues collection.
  

  At the time of your sign-up, we collected $47.26, which covered the initial fee ($4 + tax) and advanced dues ($39.99 + tax) for August. As per your contract, the first monthly draft was scheduled for 9/01/2024.
  Our records show that the payment for September’s dues was declined due to insufficient funds, resulting in a $23.50 service charge per the terms of the contract. However, as a gesture of goodwill, we waived this service fee, and only the monthly dues plus a $9.50 late fee were collected on 9/24/2024, totaling $52.46.
  

  Regarding your October freeze, our records show you activated it during your visit on 9/24/2024. While the $10 freeze fee pauses your monthly dues, it doesn’t apply to the annual fee, which is charged 60-90 days after your sign-up. This is why the amount owed for October includes the annual fee, totaling $52.96. We are happy to waive the service and late fees for this month as an additional courtesy.
  

  When it comes to cancelling your membership, you are welcome to do so at any time. However, as your contract is for 12 months, a $100 buyout fee applies for early cancellation. Alternatively, this fee won’t apply after your contract ends on 7/31/2024. Please note that all cancellation requests must be submitted by the 25th of the month to avoid being charged for the following month.
  

  To summarize, if you'd like to proceed with cancelling your membership, we will need your authorization to collect the past due amount for October and the buyout fee, totaling $160.40. Without this, we are unable to process the cancellation according to the terms of the contract.
  

  We’re here to help, so please feel free to reach out if you have any further questions or need additional assistance. Thank you again for allowing us the chance to clarify this for you.

• Initial Complaint

  Date:10/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a defined fitness member for a few years now. I recently got my son a membership as well so he can start his fitness journey. I have had no issues until now. Once I got the email stating that prices will be going up, I immediately called and ask to cancel both memberships. It's not something I'm willing to pay nor afford at this time. This was a few days before the new charges in October. I was told I had to call back to talk to a manager because one was not available. I then called back to only be told that I had to do it in person, which is ridiculous. Customers should not have to jump through hoops just to cancel their membership especially when it's not this difficult to sign up. I physically go in to cancel both memberships but I can't because it's not the new month yet, it's passed the 25th and I'll be charged anyway. I shouldn't have had to pay because I missed the 25th of month by a couple of days. I want a refund, both memberships canceled and for this to be over with.

  Business Response

  Date: 10/18/2024

  Dear ******, 
  
  Thank you for reaching out and sharing your concerns with us through the BBB. We genuinely apologize for any inconvenience you experienced while trying to cancel both you and your son Christian’s memberships. Your satisfaction is our priority, and we are committed to making sure our members have a positive experience, even when parting ways.
  
  We’re happy to let you know that we’ve processed a refund for the October dues totaling $107.60, which includes both memberships ($53.80 each). Please allow 3-5 business days for the refund to reflect in your account.
  
  Additionally, we’ve successfully cancelled both memberships, and their status is now updated as inactive, and proof of this was provided to you via email from our Accounting/Member Services Specialist, Ashley Segovia. If you have any further questions or need assistance, please don’t hesitate to reach out—we’re here to help.
  
  We truly appreciate you for being a member of Defined Fitness and hope to regain your trust in the future. Until then, we wish you the very best in your future health and wellness journey. Have a great day! 
  
  

• Initial Complaint

  Date:09/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2 different occasions I have gone into the gym to cancel mine and my minor daughter's gym membership only to be turned away being told because of processing my memberships cannot be cancelled and told to come back. This is purposely done in hopes that customers will give up and Defined Fitness can continue to charge them fees for nothing! I was charged 151.92 on 08/12 and 150.36 on 09/01 to a new debit card that Defined fitness was not authorized to charge. I have paid this gym for over 14 months and only used 1 day in that time. I want my memberships cancelled and 302.28 refunded to me.

   

  I had a 12 month agreement for myself and my daughter which ended June 30, 2024. I was charged 86 a month. Went to cancel my membership and was told it could not be done because payment was being process. They have charged my debit card 150 in Aug and 150 in Sept on my debit card that number 1 they have not been authorized to use and number 2 overcharging me for what I have no idea. Defined fitness tries to make it impossible to cancel membership so as to keep billing customers. I have paid over 1200 in a year for nothing, I want my money back for Aug and Sept and my membership and my minor daughters membership cancelled immediately with no more run around from this company continuously telling me to come back a different day. They are using these tactics to steal money from people or hope the people will just give up
  

  Business Response

  Date: 09/09/2024

  Ms. ********, 

  We attempted to reach you at the phone number provided but were unable to get through. Shortly after the attempted phone call, we followed up with an email response that echoes our following response to your concerns laid out in your BBB case. 

  We would like to apologize for the inconveniences you faced when attempting to facilitate the cancellation of yours and your daughter, Ariana's, gym memberships. For some color, there are several terms falling under our cancellation policy, and one of them is that we require any cancellation request to be initiated between the 1st and 25th of the current month to be effective for the subsequent month. If your attempts fell within these dates, then we acknowledge that we simply did not assist you properly and would like to offer you some resolution. 

  After reviewing both yours and Ariana’s memberships, I am also able to provide you with insight as to the amounts that were charged on 8/01/2024 and 9/01/2024. Please see the following: 
  
  -8/01/2024: $151.92
  Membership Dues: $42.96 (x2)
  Late Fee: $33.00 (x2)
  

  -9/01/2024: $150.36
  Membership Dues: $42.96 (x2)
  Annual Fee $32.22 (x2)
  

  I have attached a PDF file of both yours and Ariana’s invoices as recorded in our system for support for the above information given. 
  
  We are aware that you wish to have cancelled your membership prior to 8/01/2024 and are happy to process the cancellation of both memberships. Further, we would have liked to process your request for a refund of the amounts listed above; however, we are now showing a dispute has been filed for both the 8/01 and 9/01 invoices on both memberships for these amounts. Sadly, this means that we are unable to process any refunds at this point because the invoices have been reversed, are now showing outstanding, and there is no monetary value associated with them to allow for a refund to be processed. You will most likely be credited these transactions back by your bank/credit card company after their review. 
  

  To confirm, the way in which we are able to move forward and, have since done so, is waive the outstanding balance that now exists on both membership accounts and cancel both effective immediately.
  
  Again, we apologize for the inconveniences this situation has imposed on you and hope that you can find comfort in knowing that your request for the cancellation of both memberships has been processed. Thank you for your patience as we worked through this, and we wish you a great day!
  

  -Defined Fitness Corporate

   

• Initial Complaint

  Date:07/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am Canadian, however my fiancé is New Mexican. I was here for 2 months last year and got a membership that he helped me get. When I left back to Canada he went to cancel it but they told him I had to do it which at that point was impossible I was no longer in the country. We were communicating via email for a brief period to try and cancel but define fitness made it very difficult. Now I am stressed out because they have charged me like 405$ and are about to send it to creditors. I’m unsure what this charge is as I have not been in the country since October last year. Knowing if you are late for one payment they don’t allow you to enter the gym it seems extremely sketchy of the business to charge me continually for something I have not been able to use. I don’t know what the charges are even from but I think they need to make it easier for people to cancel before they just charge outrageous fees and then send it to creditors. I tried to cancel without physically being in the country there was only so much I could do. If it’s a late fee I owe for a month I was here I will pay but any time I’ve been out of the country and charged I should not owe anything and will not pay and would like to get this resolved

  Business Response

  Date: 07/26/2024

  Hi there ********, 

  Thank you for raising your concern and giving us the opportunity to assist you. To provide a bit of insight on why the balance was at $405 is because the membership that we show you signed up for during your time here was a 12-month contract, which means the member agrees to commit to 12 monthly payments and any cancellation of the membership prior to its expiration date results in a $100 Buyout Fee. Our memberships will bill monthly despite usage of the facilities if they are not cancelled out, as per the contract terms. Further, our policy and procedure regarding memberships that accrue a past due amount consisting of up to 3 months are sent to collections and our 12-month contracts are sent at their full contract value. This means that a 12-month contract will be sent to collections not only for the past due balance of 3 months, but the remaining future invoices that the member committed to upon signing the agreement. 

  Nonetheless, our Accounting department has reviewed your membership account and moved forward with waiving the past due balance that accrued on the account. They have also reached out to our collections law firm, ****** * **********, with direction to waive the debt and close the debtor account. At this point, ****** * ********** will report to the credit bureaus that the debt has been rescinded on behalf of the merchant (us). Please allow 4-6 weeks for this to reflect on your credit report. 

  We acknowledge that you received less than sufficient support in terminating your membership with us and apologize for the inconvenience it has imposed. We hope you find comfort in the steps taken toward resolving your concern. Despite your short time with us, we are grateful for you as a member and wish you the best in your future endeavors. Have a great day! 

• Initial Complaint

  Date:06/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a member at Defined Fitness for some time. I was basically bought into the membership even as i did not want it because i use another gym location. Whatever. I called to have my membership cancelled. They said i needed to go in to cancel. Okay. I went in. Talked to a gentleman at the location i went to, and he said my membership would be cancelled. Over the next few months, i kept getting attempts to charge for a membership i was told was cancelled. I did not allow for it to go through. Recently I've been receiving threatening calls from a collection agency to pay over 500$ for a membership i was told was canceled???? No. We are NOT doing that. Defined Fitness is an absolute PREDATOR of a business. When you are told your account is cancelled, and now its sold to collectors for that high of an amount AND they are threatening you? Not okay.

  Business Response

  Date: 07/11/2024

  Our records show that member joined online on 11/26/2023 and opted into a 12-monh contract membership. We do not have any record of member’s attempt to cancel, which would have been a signed cancellation form or a collection of the $100 Buyout Fee that would have been applicable. Without proof of cancellation attempt, we are authorized to hold the member accountable according to the agreement they signed—that is, we have the right to pursue collection attempts of funds rightfully owed when monthly payments are not fulfilled. We also show that the member was late for payment in January 2024, with the past due balance accruing in February 2024.
  
  
  12-month contract memberships that accrue a balance after 120 days are sent to collection at the full contract value (meaning the entirety of monthly payments that the member would have been obligated to when opting into a 12-month contract). However, we would be willing to only collect the balance accrued after 120 days, which consists of the following: 
  -2/01/2024: $42.96 
  -3/01/2024: $42.96
  -4/01/2024: $42.96
  -5/01/2024: $42.96
  
  us why here...

  Customer Answer

  Date: 07/12/2024

  I went into the San Mateo/Mcleod location and asked for cancellation. Male manager there gave a verbal confirmation, nothing written. 

• Initial Complaint

  Date:06/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was just charged $152.08, I called immediately trying to cancel my membership as my work has taken me elsewhere & was told I have to come in physically to cancel before the 25th or I’ll be charged more fees. I never attended the gym location as their records can show, as I said my work moved me elsewhere. Evidently the website screwed up & created two accounts, which they did not catch, therefore the extremely high charge. I called the manager & was told they’ll see what they can do, which doesn’t sound reassuring. I have read horror stories on the internet on how impossible it is to cancel your membership here since & with that knowledge I never would have joined. My account is currently in the negatives & I just want a refund as I never even used the services. I will be unable to pay my upcoming bills due to this. I believe I am entitled to a refund.

  Business Response

  Date: 06/24/2024

  Located duplicate agreement ********** and have cancelled it effective immediately. We have refunded ***** ******** account as follows: 
  -Initial Payment: $5.44
  -6/01/2024 Draft: $76.04 (Monthly Dues: $43.04 + Late Fee: $9.50 +Service Fee: $23.50)
  -Refund total on this account: $81.48
  
  Located intended agreement ********** and have cancelled it effective immediately. We have refunded the following on this account: 
  -6/01/2024 Late + Service Fee: $33.00

  Further: Cancelled effective immediately without the $100 Buyout Fee

  
  Member has been refunded a grand total amount of $114.48. The 6/01/2024 monthly invoice of $43.04 is the only amount we have not refunded, as member is obligated per our agreement terms to fulfill the monthly payments regardless of use of the facilities; however, we have honored their cancellation request and honored exception to the $100 Buyout Fee that would have been required for cancellation. 

  Our account specialist also reached out to the member via phone to get in touch and notify of action taken but did not get through. Left VM on 6/21/2024 @ 4:57pm.
  

  
  

• Initial Complaint

  Date:05/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not been to Defined Fitness for over a year now and due to life circumstances, I have not been able to make it into the gym to cancel my membership. I have tried several times within the past year to cancel my membership but I am always directed to go into the gym to cancel. I tried calling and emailing my home gym and the corporate office to have this resolved. However, due to my current circumstance, I cannot make it to the gym to cancel. When I try to explain how hard it is for me to go into the gym to cancel, I get ignored by both manager of the gym AND corporate Just to be clear- I do not want my money back for the times I've tried to cancel. I just want the membership over and done with.

  Business Response

  Date: 05/03/2024

  I am reaching out after receiving notice of your membership concern. As it turns out, you have been experiencing difficulty getting your membership cancelled. It’s my understanding that you are unable to visit our clubs due to medical reasons and you have not been provided proper assistance to have your request for cancellation honored. 
  
  I would like to personally extend apologies on behalf of Defined Fitness. We understand that this must be frustrating and we regret to have imposed any inconveniences on you. We have cancelled your membership effective today, 5/03/2024. Below you will find proof of the membership now showing a status of inactive for your records. Further, we have issued you a refund for the membership dues that were recently drafted on 5/01/2024. The refund totals to an amount of $75.18 and will be returned to the **** card ending in ****. Please allow 3-5 business days from today’s date for processing. 
  
  We hope you find comfort in this resolution offered and wish you the very best in your future endeavors. 
  
  
  
  

  Customer Answer

  Date: 05/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  ******** ****

• Initial Complaint

  Date:04/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I were members of defined fitness Rio rancho. We went to work out and were told that our accounts were “inactive.” They said that we were unable to work out. So we took that as our accounts were closed. We have since moved to another state. Now my kids and I and my girlfriend our all receiving calls from collections agencies. Saying that we owe money. This scared our family. I have made attempts to reach out and resolve this issue. I sent 3 emails with no reply. I have called multiple locations. I spoke with supervisors and general managers. (****** ****, and ******) they all said that they would call me back with resolutions and not a single one has responded. I call them again and they put me on long hold times with no resolution. I have evidence of me contacting them and them not answering. I have provided them with my account and contact information. My sons account information and my girlfriends. (**** *******) (****** ****) (***** ****)

  Business Response

  Date: 05/02/2024

  After speaking with the member over the phone to get more insight, it was determined that the member did not receive the proper assistance from staff needed to successfully have their memberships cancelled before they moved. 
  
  With acknowledgement to their concern, Accounting has waived all past due balances, along with removing the accounts from collections with ****** * **********, for the following memberships: 
  -**** *******
  -******* ****
  -****** ****

   

  
  

• Initial Complaint

  Date:03/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2023 I cancelled my membership with Defined Fitness. I filled out all the paperwork for cancellation and went about my business. I recently had a hacking attempt of my card so I reviewed my card statements and noticed DF was still charging me $43.44 per month (Aug 2023 - Mar 2024). They refuse to refund the $347.52 even though their records show I last was in their gym in June of 2023. I believe I am entitled to a refund.

  Business Response

  Date: 03/14/2024

  We apologize for any frustration our cancelation process my have caused.  After reviewing the account we are honoring the refund request based on verifying that there is no history of visiting the club since 6/13/2023. A refund for the months of July 2023 - March 2024 in the amount of $421.89 has been issued today, 3/14/2024, and it will take approximately 3-5 business days for processing. 
  

  Customer Answer

  Date: 03/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:02/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Defined Fitness to cancel my account and they told me I had to come in to cancel. I came in to talk to the manager and cancel my account since I had broke my finger. A few days ago I get a call from collections saying I owe $655 for my Defined Fitness membership. I called Defined Fitness have been going back-and-forth about the situation. What I had gathered from the General Manager I spoke to was that I came in January 2, 2023 to cancel my account. They reopened my membership on January 6, 2023 because of a balance that did not process. I have not received any type of text message or email about my membership being re-opened, or anything about a balance that popped up until I get a call a year later about the debt owe.

  Business Response

  Date: 02/20/2024

  After careful review, we confirmed that member paid the past due balance of $107.54 on 1/06/2023 to allow for the cancellation of their membership. Due to the billing software conversion at the time, the cancellation was not processed successfully. We have since waived the past due balance of $655.97 that further accrued due to the system’s failure to process the cancellation. We have also contacted ****** * ********** with direction to waive and close the debt and debtor account in the name of ****** ******.