Virgin active refusing to cancel my account

Hi, I called in the 6th of May to cancel my membership with Virgin active, the guy said that he will cancel my membership. Instead he put a discount on my account. I got debited and I thought it was the final prorata. I phoned again and I am now being told that my account was not cancelled and that I will have to pay next month. This is unacceptable. When I tried to speak to the manager, the guy would not transfer me. I want that first call to be played where I instructed the guy to cancel.