Unable to cancel gym membership.

I've been a loyal customer for close to 5 years. Due to my recent move to a different suburb, I had to change my gym membership, because there is no Virgin Active gym in the area. I have sent multiple emails and have phone the customer care line multiple times as well to give notice of my cancelation and this was 3 months ago. Still no word from Virgin Active. Very disappointed as this is costing me more money, which is very unnecessary. My Vitality benefit can not be transferred to my new gym as Virgin Active has not acknowledged my cancelation.