Shocking Customer Service - Virgin Active

Hi there, on 30 Nov 2022 I phoned Virgin Active to cancel my membership, they convinced me to stay on for another 3 months, but at 50% of the monthly payment. I now would like to cancel my membership permanently, so I phoned the call center this morning. Additional to the cancellation I also need to get back my money as they double deducted my account. The lady who assisted me was very helpful in the beginning, but ended up being very rude, when I told her I won't be paying a cancellation fee, as I have this in writing after it was agreed in November, so she rudely cut our call. I will be escalating this, as this is very unprofessional in my opinion.