Virgin Active and their disappointing customer service.

I have been trying to get assistance with getting to understand why the debit order dates do not correspond with the debit order amounts as I was trying to change clubs way before lockdown even started. I have sent numerous emails and they only respond with a case number stating that I will be assisted in 24 hours but have not heard from them. Lately I have been trying to contact them with no avail. I am annoyed at this on going lack of customer service from Virgin. I just need assistance with cancelling this account.