Can't process cancellation paperwork

I phoned Virgin Active in November to cancel my membership end of Dec (due to emigration). The consultant confirmed they had processed the cancellation but could give me a discount on my last three months. My account continued to be debited in January, and when I queried it with Virgin Active, here is the response I got:

Thank you for contacting Virgin Active.

I had a look into your membership and can confirm a retention offer was accepted in October 2023 of 50% for 3 months , there is no other notes on the system for cancellation request.

Please send proof there off in order to action accordingly , as I have actioned the cancellation to prevent future debits.

For any additional assistance please let me know.

Kind regards

Mireythia

___ Me: Both my husband and I phoned to cancel in October as we were emigrating in Dec. Both of us were offered 50% off our last three months. Both of us were then billed in January (after we had emigrated). I am now told we "accepted" a retention offer (which we wouldn't have done, as we were leaving the country). He had to force the cancel through the Capitec app in the end. Despite THREE months notice, we are still billed despite both having cancelled, and now I am asked to provide proof that I cancelled? You are on the ones who record the phone calls, which you are welcome to access, of me telling the agent I am emigrating in January. __ Virgin Active: No reply...

I am not sure how you manage to pass blame onto members when you aren't able to process simple paperwork. If cancelling, would recommend checking several times.