Cancellation

Good day

I signed up with Virgin Active in 2021 and I was told my subscription would be free for the first month as it was a trial and I will get a discount because I was with Momentum. After the first month money was deducted from my account with no discount!I have been back and forth cancelling this ever since the first month and I am not winning. Last year I spoke to someone again and was provided a reference number for cancellation and when I follow now again with last year’s reference number it’s still not cancelled and they state they see nowhere where a cancellation was requested but I even sent a reference number. I only went there twice during the “trial month” and after they deducted money from my account in that first month I did not go again and requested to cancel.