Failure to follow procedure

Good Day hope this email finds you well

I contacted the call center in Nov '24 to cancel my contract. Due to personal reasons, I could not continue. Call centre advised that due to my contract expiring at the end of Feb '25, I will not be penalized or pay any increases. Today a debit went off on the new increased rate and when I contacted call centre again today, I was advised that I must still pay the service fees and annual increase. To date, I haven't received any communication via email, sms or direct telephone calls, about any increase or rate change.

I also did a Bank account change in november but still the money gets deducted from the wrong account. So if i may ask what type of business are you running. I mean There is no communication between the clientes and employee from virgin active. But when there are a complain of the wrong amount that was deducted then it is long storys.