Worst customer service

I had the worst customer service with virgin active,I had called n canceled my membership on January they said its canceled to my surprise they kept on debit on my account,I called again to find out what's going on I was told they will call me back as their system was offline but they did not call me back,then on the 26 Feb the debit went through again,I called again they told me my membership was not canceled in I'm in arrears for 3months..I need to understand how I'm in arrears while I had asked them to cancel my membership on January but they faild to do so..