deduction off account and I don't even have a membership anymore

I cancelled my gym membership over a year ago and an amount was deducted from my account on 1 Sept. I called the call center to query only to be told I only took my contact out last year. Before telling a customer they are wrong, please check your fact. I am expected a refund asap. I tried to call the gym I signed up at... they are not answering, I sent them an email and I am still waiting for feedback. Not great customer service Virgin Active!