Bad service Virgin Active

I spoke to a consultant again regarding my husband cancelled membership and he was supposed to send me an email which I never got. Then I phoned again and Alex Mokoena picked up, he was the previous consultant who never rep**** my email as well. He told me my husband's membership is now cancelled, but my son who are a minor and fell under me on the contract are still active! I just don't understand what the hell these people want from me to get rid of them.