Pathetic customer service from virgin active

I received a call from virgin active about 3weeks ago stating that I have an outstanding amount from 2017 , I then asked why are you only letting me know 2 years later, the operator then said they can see on the system that they did try calling me once in 2017 and I didnt not answer? Which I find ridiculous.

I later called head office to query this and they said that they can see on the system that I cancelled my contract. I asked that they email me the proof but it has been a few weeks and everytime I call in they assure me that they are sending it.

Please can you assist with this matter.