Pathetic service

I canceled my membership during the time when it was lockdown and talked to the consultant who said I should call in October for refund since they have already deducted, However they still deducted now in November 2020 after speaking to a consultant who was trying to convince me not to cancel but seems like she never went to Cancel as per my request, I have never been to the gym. I called last week and talked to the other Consultant who told me my instruction to cancel was not on the system, he promised to go and investigate and will come after 48 hours however he never came back, after 5 working days. The service at Virgin Active is pathetic and it’s becoming worse and worse.