Cancel membership

Has anyone successfully cancelled a membership with Virgin Active Green Point? I called the gym early last year to cancel and was directed to the call centre as branches cannot cancel telephonically. I called the call centre. I don't know what their function is because I got exactly no help and was advised to go to the club. No being able to get to the club being the main indication for cancelling. Time passed. Then the club revamps, and takes off a substantial amount of money for a membership I have clearly not used. Evidently, the prolonged absence of a member is immaterial in these sorts of matters. I went to the club the club on 05/03/2026 to sort out the mess and was pleased to helped by someone who appreciated the absurdity of the situation. I was advised that the membership would be cancelled without penalty, and the amount reimbursed. I called again 16/03/2026. The membership is yet to be cancelled and even after I explained the general lack of help from the call centre, the person who helped me asked, with all the indifference, to call the call centre. So what must happen now?