Contract cancellation - Misleading customer service

Last year before I relocated I tended to my needed admin including canceling my Discovery Vitality and Virgin Active Constantia contract. I went into the Constantia branch and spoke to a consultant who advised all was in order and she would note the cancellation. Months later I check my bank account only to notice Virgin Active has still been charging me and full rates at that (without Vitality). I called to get resolve and was advised they would tend to it. They also wanted to know when I went into the branch and who I spoke to. I cannot remember and it now becomes a he said, she said thing. However, why would I not make the effort to cancel my contract if all other admin was sorted? It would make zero sense not to.

So what about my refund as it’s a significant about of money to just let it go. I followed what I thought is the process and based on the Consumer Protection Act am well within my limits as it is not my duty to ensure that your staff relay the correct information. It is your job to correctly train them and ensure there is due diligence. If I needed to complete a form why was I not informed to do so? I was physically at the gym and they could have easily provided this form to emailed it to me. Having to tend to this is so unnecessary and could have easily been avoided had I been guided correctly. So Virgin Active, I want my money back! You were quick to take it without my permission and now trying to cheat me out of it. Your records will clearly show I did not make use of the facility as I literally cannot.