Outstanding refund for 2 months

I paid of my gym contract at the end of September 2017. I was advised that payment needed to be made by the 26th and that proof of payment needed to be emailed in order for the account to be closed and to ensure no further debit orders would go through. I did exactly what I was told but I was still debited. I have spent the last 2 months calling and emailing for feedback and no one has gotten back to me. The service is appalling. There are 10s of 100s sales consultants ever ready to assist with opening these gym contracts but the moment we have a query no one can help us and we get tossed from department to department! If no one gets back to me in 48 hours, I will take this further !!!!