24 hour fitness Talked to a representative who didn't input anything into the computer San diego, California

I was having money trouble and decided to cancel my gym membership. So I called 24 hour fitness member services and spoke to a male (always write their name down) who said instead of canceling it I should put it on hold so I wouldn't have to pay to reactivate my account so I agreed and he said an email would be sent so I didn't write down the confirmation number (yea my b) anyways,

so a few months later I check my checking account and they've been taking out money every month!! I called member services again and now they have no record of this, I checked my email and I never got an email. Turns out they don't even put your account on hold. So all this time I wasn't going to the gym because I thought I didn't even have a membership. So they even check their records and see that I wasn't going to the gym but they said we don't charge by usage BS!!! They woulnt refund my money so I quit. I don't know who I spoke to but he just played a sick joke because now there's no record of it and I seem like a crazy person.