cancellation

I had taken a membership due to the sales person persistence with regards to that month being the last month for a free activation I signed up and thereafter I received an email from vitality to say if you signed up in this new month the activation is free as well as your first three months. I called the branch to enquire and he said that is unfortunate I then asked to cancel and because it has already been two weeks since I signed up he said I need to call the call centre which I did I spoke to a lady at the call centre to cancel and she said that she would cancel, two weeks later I recieved a normal debit order so I called again and spoke to someone in the collections department as they transferred me to that department she then asked me to send a mail which I did, she still did not cancel my membership. I now speak to the Juan at cancellations finally the correct department and he wants to charge a whole excess of fees and is definitely not polite and who now says he will process the cancellation because they do not consider cancellations sent to staff directly. This has been such a frustrating experience. I will never use virgin active again.