Bad customer care from staff without surnames!

We have been trying for more than 4 month to cancel a membership. During lockdown nobody was available to take calls and eventually we got an email adress that we could sent an cancellation letter to. On 11/8 2020 we cancelled my sons membership. He work on a farm in a remote area with very bad cellphone reception. Virgin Active still deduct instalments every month and even increased the fee after lockdown. About 2 week ago I was on hold to Virgin Active`s for more than 29 minutes! This morning I spoke to `Tyrone - I CANNOT GIVE YOU MY SURNAME` who is also Tyrone I cannot help you, your son with very bad cellphone reception must phone us himself, althought 10 other times of my son holding on for hours and not being able to be heard, have not helped. We can still not confirm that the contract is cancelled and that the ****** money will be payed back or that they will not deduct again at the end of the month. BAD