Virgin active treat customers like they have no value

i was once a member of virgin active before and decided to rejoin them again.i have opened up a gym contractwith virgin active, only to find that they deny me access because they say that there is an amount outstanding.Only to find i cancelled my contract with them 12YEARS AGO, and virgin continued to debit my account, resulting in this opurstanding amount.i have now forfeited the 2 mnths free that they offered me.and am not able to train anymore... I have an employee of theirs named Lucky on my watsapp , of which i continually ask him to refer this matter to his manager , he blatantly ignores me , and seems like the manager does not want to intervene.DISGUSTING. Virgin active is so polite when they want your business but when you need intervention from them they treat you like ru***sh.