Poor customer care Virgin Active

I cancelled my contract with Virgin Active early in June, however I reinstated it again..However I downgraded the package, and I received a call to say that my account is in arears. However when I did the downgrade I was not informed about that, the consultant that called me never called me back to give clarity.

I am very annoyed with Virgin Active giving me different billing information. This time I am really cancelling my contract this is very dissappointing indeed