Gym Company does not want to freeze membership

We tried freezing a month to month contract with Roodepoort Flora branch because of an injury. Request to freeze was sent last on Friday 26th July on their app and they only responded on the Tuesday 30th July saying we can only freeze from the 1 September. How does that even make sense, then the injury is healed already!!! You guys are really bad at customer service. Let's not mention how they lose paperwork and expect you to fill in again!