Inadequate information regarding account

I've called this specific gym a number of times regarding my accountil set up. Firstly I have never went in or actually used their facilities yet every month they take their signed upon agreement. I called them today regarding when exactly does my account actually end. I have given my I'd number and they come out with no results but when I explain this matter to the person over the phone she speaks to someone else regarding how exhausting this is. I explain that I need to give a reference number of which the stop order has been made. I'm told my account expired already yet they keep taking money, no one called with regards to my account expiring and being automatically renewed. The quality of service provided by this gym is astonishing I have been calling as frequent as possible with regards to my account and never have they made mention of when it actually ends. I was further told I need to go in to the gym and get a cancellation form of which I said I don't live around vaal and I was given a number yet the number does not exist.