Virgin Active - Please talk to me!

Last Year I cancelled my Virgin Active membership by stoping my debit order and a phone call to Virgin Active. I want to reactivate my membership but I am informed that my account is R3000-00 in arrears! I have never been issued an invoice or a statement or informed about this matter. Phoning the accounts department one gets promised an email with statements and invoices but no email is sent Trying to follow up on the matter as soon as one asks the name of the agent answering the phone the phone gets put down? Asking the name is so I can do a follow up call. I was given the name of Kyle but he does not have the time or inclination to take my calls! My question Virgin Active is how can you charge me for a service you have not rendered and not been paid for? My next question is there any way you have an agent that can talk to me so we can resolve the matter?