Unhappy customer

A very rude consultant from Virgin active named VUYO , I simply called enquiring about the cancellation . She failed to understand my query and I requested I speak to a different consultant . She said I need to out the phone down and call again if I need to speak to someone else as she can not transfer any call , I did as she said and to my suprise when I’m calling back my membership was cancelled effective 28th of February . I never gave her permission to cancel my membership to start with , does she have power to cancel contacts like that without even explaining the terms and conditions of that action ?