Debit order gone "wrong"

I relocated to a city where there's no Virgin active gym nearby. I called virgin active to cancel membership and they adviced that I should wait until it ends cause I will still be liable to pay the full amount. I them called months later and this lady advicesld that I should freeze my account, then I should call 2 months before to cancel my membership. I then called 2 months prior to cancel, however the full amount has been debited by Virgin active even they my membership has been frozen. I called today, as they debited today and there's no one to answer as they are closed, knowing very well that should I call on Monday, of which the new month would have started already, they would be a hurdle. They want us to trust them with our health and safety yet they don't keep their word. The contract thing is not on. They make you go round and round in circles just so that they can have their share.