Baddest customer service ever!

I took out a contract with a virgin active and realized it’s not what I want cancelled the contract within the 5 day cooling period I called their head office and only to find out my contract was never cancelled what bad services is that as it was in the beginning of level 5 during the covid pandemic. I am very anhappy you debit my account monthly and it’s affecting me negatively please cancel my contract without expecting any cancellation fees as I cancelled within the 5 day cooling off period.