Virgin active agents making sales by and falsly onboarding you.

So, I have been a member for over two years. Now that I cannot afford the gym, I called in to cancel. The agent who helped me said I was already on month-to-month since my first 12 months had passed. Now, why am I being told that my membership started only on the day I called for cancellation? When I called, I was told that I would need to pay for the 11 months since December my first month. Are we being taken for a ride for the to-get sale, now this is going to mess up my credit score making it as if I missed pay, moments when I put in a call a long time ago.