Laugh at my Pain

So signed up with Virgin Active to start in Feb 2024 and start the year off with the main focus on getting fit. First month went well second month some things in my personal life changes and I no longer had the time available to go and gym. On the 2nd April at around 15:22 I got a call from Wandile. After discussing my account, I advised that I need the account canceled because I don't have the time. She confirmed there will be cancelation fees and I advised that I expected that. But I really don't have time available for gym. 2nd Apr 2024 at 15:22 is the time stamp of the call too. She advised that the account will be canceled and I'll receive an email with the cancelation fees. I asked for a "discount on the cancelation fees as my mom got very sick with stage four cancer and basically on her deathbed. My free time consisted of taking care of her." The agents who's name in Wandile started laughing at me. I was confused why this agent was laughing on the call. I confirmed and asked if she heard what I said and she rep**** that she heard. I said your laughing because and I'm telling you my mom's on her deathbed. She continued with the cancelation fees. I then got a call from Porcha 17 April 2024 15:52. The account was still not canceled when i asked Porcha to check. I also to the opportunity to make an official complaint against Wandile emphasizing that she laughed at me after clearly advising her the situation with my mom. I was advised that the complaint was logged and will get feedback with in 4 working days. The due date was Wed 24 April 2024. Today is the 3rd April with no call back received. What I did get was a debit order deduction. Not taken on the 27th April as payment dates were for the 27th of each month. Payment taken today 3rd Apr 2024 from an account I requested to cancel on numerous occasions