Failure to cancel membership and refund Fees as promised

During the freeze period june/july i decided to cancel my membership, i phoned a few times but did not get a consultant i then emailed and was told they would get to my email, which never did, I finally got hold of a telephone consultant named Dayna Veldsman. I told her i want to cancel my membership and that this should be back dated as per the email recieved from Virgin. This all took 2 months, on the third month i was still debited and my mebership was not cancelled. I rep**** to Dayna personally via email several times and yet to recieve my refund or an email back form virgin active.