poor service fromcall centre

I contacted Virgin Active, tried to close the my accounts. first call of 12min - was placed on hold and call cut off and Cindy didn't call me back. then i phoned again, this guy tells me of the pro-rata amounts due, next thing the pro-rata is above the monthly fee but myself and my husband are not on a contract. when i asked how the amount got to be higher than the installment - i was placed on hold and call was cut off. No one can tell me how it got to be higher