Virgin Active ******ion

I had a Virgin Active membership in Gatesville and called to cancel in December 2021 as I was moving from Rylands to Salt River. The agent stated the cancellation was complete and after asking if there was anything additional required from my side she said it was all done. I received an email with the subject as cancellation , a Bot no doubt buthey had confirmed receipt. I was not contacted thereafter. I hadnt checked my account in Jan and did not see they tried to take money from my account but saw on Feb 28th the money was deducted. I then contacted them via email because calling the number does not get you to speak to agent. That was 2/28. Since then I have emailed about 5 times. I was told there is no record of cancellation, asked for the number I had called from - which i provided and then told my query was escalated to the proper team that was 3/8 and i have not heard anything else yet. Had the roles been reversed I am positive it would not have gone this way. I work for a call center and I understand things do get "lost" or not documented however keeping a customer updated even if it means it is not the greatest news is vital. The company I work for is opposite a Virgin Active gym in Town but I will not be joining them due to these unfortunate events. I am highly disgusted by the type of customer care that Virgin Active displays. Please think twice before taking out a membership.I would rather go to Explosive Functional Fitness Bootcamp.