Vitgin active keep debiting me even after i cancelled and was told they wouldnt

at the end of Jan, I change my membership from the premium national to just a single club membership and I asked the consultant for a ref number in case there was an issue she said don't worry it's done you won't be charged for the premium membership but a few days later in Feb they debited me for premium membership again! I have tried to call many times trying to resolve but the wait is too long on the line I have also emailed and was told it would be reversed and it never was