New membership 2 months not free

I took out a membership in November 2023 with Virgin Active. One of the perks was if you attend the gym three times before the specified date in December, you get two free months. Virgin Active proceeded to debit my account, and I reversed it. After I called to ask why it was debited, I was told I did not go three times. The gym I attended had its system offline at the time (two of the times I had gone). My final visit, I had made sure with the consultant, and he reassured me it was reflecting three visits, but then my account was debited. After numerous calls and emails, I finally got through to someone who had said she sees the three visits and I shouldn't worry; my account is up to date and will not be debited. My account was then debited again, and I am now one month in arrears because of this. I have not gone back to the gym yet. I also want to change my location as I no longer live in the area I agreed upon, but everything has proved completely exhausting. I am told I need to go back into the gym out of my current area to sort it out. How is it my fault when I DID indeed attend the three times as requested? I am still in arrears, receiving collection messages, and have not even received the two months free. Your after-service is really pathetic and totally exhausting. If it wasn't for the contract, I would happily cancel.