Cancelling contract nightmare

My daughter called the Virgin Active gym in Amanzimtoti earlier this week. She was told that if she wanted to cancel her gym membership at the gym, she'd have to go in, along with me so it can be cancelled. They then told her that if she called head office, she could cancel it this way, and that they'd send me an email. She did. To this day I haven't received an email. I am currently paying for a membership that is not being used, with money that I don't have. Please can this be cancelled ASAP?