Not assisting to remedy a colleague's mistake

I concluded a 1 year contract on 29 Mar 2014 with Virgin Active, Old Eds and phoned their accounts dept at the end of March to enquire if I need to do anything to terminate my contract or if it terminates automatically. I was told that it terminates automatically and that the end of March will be the last debit order that will go through my account. When a debit order went off at the end of April, I phoned the club again to complain. Ms Dladla took my call and said that I should have taken down the name of the person who gave me the information and that my contract renews automatically if I don't cancel my contract in writing. I then sent her an email to confirm that I want my contract cancelled and requested that she acknowledges receipt of my email - it was on Tuesday, 28 Apr that I sent the email and I am still waiting for a response. Please Virgin Active, I want my contract cancelled with immediate effect and please confirm that no further debit orders will go through my account!