Non Compliant and ********* bahaviour

Tried 3months now to cancel my contract with virgin active. 3months ago i filled out a form at the branch still waiting on response. Earlier this month i phoned in myself and did all necessary paperwork to cancel and the consultant promised me that she has canceled the policy and I was even transferred to the cancellation department to do so. Today I got another notification that a Debit Order went off from Virgin Active. This is ridiculous and *********. I will be escalating this and will send all my documentation to the Ombudsman.