Worst customer service ever

Dear Virgin Active. I would have loved to write something positive about you, but unfortunately your employee's standards does not match the 'upper class' image that one gets when you walk through those doors. Considering the cost that each member pays every month, which is double than most other gym fees, one would think you would be receiving high class service from EDUCATED and trained employees as well. Definitely not the case. I called in to have my contract cancelled for I do not live in Pretoria anymore I thought that the employee who helped me would at least have the decency to do their job and actually cancel it? Now I have to pay nearly R2000 .She told me there are no notes made on my account and she had the audacity to tell me the call is taking too long now, I have to hang up. HOW is this customer service? She told me she will send me an email on her personal email, so she sent me a blank email?. I am 25years old, I am a student, I don't have R2000 to pay for someone else's mistake. You disappointed me greatly.