No Feedback on Current Vitality Status (Virgin Active)

Hi I have tried numerous channels (email, call, whatsapp, FB Messenger) to try and get a hold of someone at Vitality, to confirm my current status. Virgin Active says that my vitality status is showing as cancelled when i merely downgraded it during the lockdown in July. I am trying to confirm if i need to upgrade it again as im being charged the full amount from Virgin Active, however i am not able to get feeback and im put on hold until the call cuts..

WHAT IS GOING ON VITALITY??????