Paid my cancellation fee yet still being charged monthly??

I have to say I throughly enjoyed being a member of Virgin active until now.In December 2017, I’ve moved abroad which lead me to cancelling my gym membership.The receptionist worked out my cancellation fee and my partners fee and we paid as she advised. I asked if any further debits were due and she advised that no it should not however if it does,I would be refunded.Then my account was debitted and I asked my mom in law to call to query as I am abroad and she also got debitted for my partners membership too and funny enough they advised that she would get the refund for her debit but not mine? How does that make sense because we paid the cancellation fee on the very same day and why am I being charged when I paid what was owed ?? I want answers and just as my mom in law was promised the refund, I expect the same for the inconvenience.