Virgin Active poor customer service

I signed up with virgin active due to my vitality subscription in 2023. I have now cancelled vitality to cut costs and with that want to cancel my gym membership as well as I can't afford the full membership fee. After calling Virgin Active numerous times and being promised an email to confirm the cancellation I still have not received anything. This poor service will most likely lead to me being charged the full fee at the end of the month. Really not impressed by this customer service.