Bad service from contact center

I have experienced very bad service from Virgin Active Gym, my contacts coming to an end and I received an email to contact the club if I no longer want to continue. I did this only to be told I still have 3 months extension. When they checked my year is up and it should be liable for closure. But somehow the contract center messed up. Trying to get through to the call center is a nightmare because you hold on for long periods and they can't help me. The issues get handed over and I have been promised to be called back, but of course never have. I have not used the gym for over a year because of time constraints, so basically I have been donating money but yet they still want more. All I want to do is cancel my membership but am not able to do so. It's amazing when you open it's so easy, but try to close it. That's when it's such a hassle and poor service delivery is given.