Virgin not so Active

About 3 years ago I upgraded my gym membership to premium as I had need to be able to visit more than one gym and had to agree to a monthly debit order for the extra amount required for this status , which is in addition to my Vitality subscription which allows one to use one gym only. In November last year we moved to an area where there is no Virgin Active gym and I wanted to cancel the premium membership only ( which is paid to Virgin Active direct and not through Vitality) I eventually gave up trying to explain this to various of their call centre agents who either don't want to, or are unable to, understand what needs to be done. I eventually cancelled the debit order at my bank and now I am getting please pay your subscription calls. This just shows how inept unempowered call centre agents are. Or are they just too lazy to really listen with a view to resolving the issue?