Cancellation nightmare

Are calls really recorded as they day they are, because if that is the case they why am I being beleaguered by the Virgin Active call centre agent. I contacted Virgin Active beginning of October and requested to cancel my membership. The gentleman I spoke to advised that upon cancellation I would be debited R1210 immediately. I told him that I wouldn't be able to payment that amount immediate and would pay when I had these funds. He advised me to call back when I had the funds in order to cancel. 24th November I contacted Virgin Active again and requested to cancel the agent confirmed that the cancellation had been processed and I would be debited immediately. I queried whether my monthly debit would be deducted and I was advised that this wouldn't happen. The following date to my surprise I was debited the amount of R 1210 and R 605, I contacted them again to query the deduction of R 605 as this was not what I was advised. The agent stated that I would have to be refunded and it would take +\- 14 day. This turnaround time to get my money back was preposterous, I then returned the R 605 from my back. On the 5th November I was contacted by Virgin Active and was told that a pro-rata of +/- R 400 needed to be paid in by myself. I questioned the agent that this information was not previously given to me and I explained that I asked the agent whom I contracts neglected to provide me with information about prorate amount. He stated that he would send my objection to his team leader to listen to the previous conversations. I thought that it would be sorted out as I did not receive any further communication. This morning I am yet again being contacted by Virgin Active and the agent is telling me about the pro rata. I told her that I have already been contract and gave her a background; she stated that she would send to her team leader to listen to the calls. Clearly there is a breakdown in communication as if the first agent whom called me actually did what he said he would then I would be harassed with other agents calling me. What guarantee do I have that I will not be contracted back again about the same pro rata amount. I was not advised of this previously so why I am now being held accountable for paying this amount. I'm starting to believe that Virgin active has a poor customer service.