Shocking service from Virgin Active

Our membership was expiring at the end of December & we did not want to renew it so my husband tried to cancel it at the end of November, giving them the one month’s notice that they require. He was immediately transferred to a retentions consultant (name available on request). He started the process with the retentions consultant on the 29th November 2022. We started by asking for our membership to be cancelled, he then offered us to stay on for 3 months at a 50% discount. We did not accept this offer and requested him to cancel the membership again on the 31st December. He did not cancel the membership and my account was debited. My husband then requested via email that the membership be cancelled again on the 12th January. Again, my account was debited for Feb. He then spoke to a call centre agent on the 2nd March again to query why we have been debited after requesting that our membership be cancelled on several occasions. My husband asked him to send us a email confirming that our membership had been cancelled & he said that he would send us an email confirming that our membership has been cancelled however to date we have received no email. I then contacted the call centre via email & asked for this situation to be escalated as they can’t seem to resolve it from their side. They rep**** once & asked me fo forward them our initial cancellation request which I did. After that I did not hear back from them. I sent a follow up email but still no response. I have contacted them on twitter fo find out how to escalate the issue & I await their response. Their non responsiveness to emails & requests for assistance is not acceptable for such a big institution.