They owe me a refund

In the final week of August, my girlfriend canceled her membership at Northgate (which debits from my account) but yet, I was debited in September (this month) as it wasn't even canceled! We spoke to Sharon at Northgate who gave us her email address and said it will be canceled on Monday morning, but never was. I have emailed the head office three times and no one has got back to me. This is extremely unprofessional and I will never recommend anyone to join Virgin Active. I want a refund for my debit order of September that was NOT supposed to be debited.