Poor customer service

I called Virgin Active Constantia in May last year asking them to cancel my gym membership. The lady offered to pause it for 3 months before it was cancelled (so I could still go to gym, and change my mind if I wanted to). I realised last month that it still hadn’t been cancelled over a year later. I called customer service (on the phone for over 30 minutes) and was promised they would send me the recording from May ‘22 as I would like to be reimbursed all those months membership fees. I am still waiting. I have been sent emails from VA asking about their service and I have complained to them- no response. The only positive from VA is that they have now cancelled my membership.