Account Freezing/Cancellation

I am so ****ed off by the level of service I received at Virgin Active. On the 1st of October, an amount of R1600 was deducted from my account by virgin active. I called Virgin Active Cancellations department, I spoke to a guy named Kenan I wanted to cancel my membership, not entirely though as I have 2 of my children under the same membership. I wanted to cancel mine and Siyanda's. Obanzi was still going to the gym at that time so I wanted to keep his membership active.. Kenan advised to freeze the membership as I would have incurred cancellation fees if I had cancelled the. Mind you, I was ready to pay for those cancellation fees because I knew that I was on Month to Month and cancellation fees for Siyanda only who was on a 1year contract would not be expensive. Kenan also advised me to call in November and ask for a freezing extension for three more months. I did exactly that, however this time around I was assisted by another agent who unfortunately did not take down their name. To my surprise this morning being the 1st of February 2022. An amount of R798.00 was debited from my account. I feel ******, I feel like I paid for a service that I never got. I am really not happy. I some sort of reimbur*****t for this inconvenience. Can someone who is superior in the cancellation department go into my Profile, listen to my call between Kenan and the other call in November and kindly get back to me on this.

This morning I spoke to a lady named Nzoki, who confirmed my cancellation for my main membership as well as Siyanda's membership. Can this be checked if it was done correctly as I dont trust Virgin Active anymore. And can I also get a confirmation email address sent to me also confirming that Obanzi is still a member and will be paying R198 something a month as per the telephone conversation I had with Nzoki this morning!