No feedback bad service

I have emailed the manager at Virgin Active telling him about my situation and asked him how do I go about cancelling my contract. He then rep**** saying that I have to get a medical letter from the doctor go into the branch and hand the letter over to them and then they will cancel my contract without any fees. I did that and handed the letter to Jones. I have emailed and phoned him how many times and still up until today have not receive any feedback from him or his manager.