No response or action from Virgin Active for over 30 days

I sent an email to cancel me and my husband's memberships around middle of October (after it being frozen) due to us not being comfortable using the gym yet with Corona. No one responded therefor I called them end of October, they said I must pay a cancellation fee, which I am refusing to pay, because we are way over our year contract making it a month to month contract and us cancelling not having anything to do with our contract anyway, we are not at all comfortable going to a gym with Corona, we would have gladly joined again once we feel safe to do so. The consultant (Jamie-Lee Roberts) escalated this to her manager due to her manager not being able to take over the call and said that this manager will contact me. She was not allowed to copy me in this mail for some reason. Me and my husbands fees where deducted from my account and I still have not received any communication that our contracts have been cancelled to date (and Jamie-Lee's manager has not made contact to date, he must be too busy to respond to clients).

I am going to phone them again now, I want my money back for October and our memberships cancelled, we will also not be returning to Virgin Active once we feel safe to return to gym again, due to them just ignoring me and not cancelling or responding to the escalation.

But if you are thinking of joining Virgin Active, my advice, rather join another gym.