Virgin Active injustice

I have a major problem with Virgin Active. I was called for a deal of paying 50% on my arrears and it would be cleared and I could take a new contract. After doing so by the 31st of October as suggested, this wasn’t actioned. When I called I am told that I didn’t commit on the phone. But I clearly said I will try my best to do it by the date and also got all the details and I did pay on the 31st. I feel that I’ve been ****med by Virgin Active. It is a pity that this is a company I had been with since it’s inception.