Appalling Customer Service from Virgin Active

I had a membership with Virgin Active Red but unfortunately had to move to a different city. I ended up paying for membership I did not use, until I was advised to freeze the membership. Once it unfroze I contacted the call centre to ask that the membership be cancelled, the agent helping me said it would cost R160, but enticed me to take a membership in Bloemfontein but this would be confirmed on the next day and should expect a call from the Bloemfontein branch in this regard.

When I did not receive this call, I called in and asked that they do not proceed with the finalization of this new membership. To m y surprise they had already went and finalized without my authorization and money was deducted from my account. When I received sms'on outstanding amounts I called Virgin Active and asked they rectify this situation. However, they have failed to do so and continue to harass me for undue amounts for services not rendered and their refusal to cancel this service that I am not even using.

Please help accordingly.

This is the last step to taking this matter ti the attention of the Ombudsman.