Frustrating cancellation where Virgin Active takes zero responsibility

I sent a note to cancel my husband's membership on 14 October. A FULL WEEK LATER on 22 October he was contacted by Virgin to confirm if that was ok - even though I pay the premium. He said yes, please cancel. The request came through at 10.33 and he rep**** at 13.48. But no - Virgin Active says WE missed the cut-off so they charged a pro-rata. It's THEIR system that failed, not ours. They were slow. So now we pay. Or I pay. Am heading towards cancelling mine as well - it's not as if Covid has made gym-going fun anyway. And the cherry on top? The realization that the polite request for more information about why my husband was leaving was only for Virgin's 'research' - he wasted his time responding.