Very, very bad service

I would like to share my experience... I cancelled me and my daughters membership on the 31st Dec via mail after speaking to a consultant at head office in the cancellation department advising me I should follow that route. I was also told about my cancellation fee of R475 because it's within 12 months. I specifically asked what amount will go off on the 1st Jan and was told only the R475. On the 2nd January I got a mail from Virgin stating that other amounts will also go off, so I immediately phoned back and the consultant assured me there will be no other amount going off except the R475 and that not 1 of the 2 memberships were in arrears. Then R850 went off and I phoned again and spoke to a Shaniece. She was trying to tell me why the amount went off but wasn't sure herself. So I asked for the call of the 2nd to be listened to. Today Shaniece phones me to say that there's no recording of the phone call!!! Are they lying to us when you phone in and the voice says that every phone call is recorded??? I asked to speak to a manager and was told by Shaniece that this will take 24 - 48 hrs. This is totally unacceptable!!! This was extremely poor service and I will advise anyone to never go to Virgin Active!!!