Holding information to score an extra debit order

I am truly livered, I requested for 2 account cancellations for which I am paying due to myself and family emigrating in March 2020. I receive a call from a consultant who first wanted to confirm when I was leaving the country and for how long. He then cancels and confirm that the cancellation is done. I then get a call about 2 weeks later where I was offered a month to month promo at 50% rate to keep my account active so I asked whether this app**** to my wife's cancelled account. The agent tells me that my wife's account is not cancelled and that she needs to contact Virgin Active directly to cancel it herself and that I could not do it.

My problem is that I initially requested the cancellation of both accounts, the decency of Virgin Active would have been to notify me that they could only cancel my account and not my wife's account due to her needing to call personally. So today I got my wife to call Virgin Active and cancel. The agent tells her and myself that they cannot stop the debit because we had to contact them before the 18th of January 2020. Now I sit with a debit that will be going off for February 2020. I would not have even known that I would be debited if that promo call to me was not made.

I feel this was deliberate to squeeze out money from a cancelling customer. Based on my initial request to cancel both accounts and the fact that I was not told on the initial call with the cancellation was not done for my wife is reason enough to consider the cancellation being requested before the 18th.