won't allow to me to freeze my membership

With over a thousand reviews and not a single response from the company, it's incredibly disappointing. I truly wish I had read through them before signing up. When a sales representative approached me, I specifically asked multiple times about the membership freezing process. He assured me that I could freeze my membership anytime without any requirements. However, when I actually tried to do so, I was surprised to learn that I needed to provide documentation as proof—and apparently, freezing the membership involves an entire process.

I don’t understand why proof is necessary just to freeze an account that I pay for and use individually. It’s not shared, and the company doesn’t contribute to the cost, so why do I need permission? Still, I comp**** and submitted the required proof. Later, I was informed there’s also a freezing fee. So not only was I misled about the process, but I was also hit with unexpected charges. Had I known this upfront, I would never have signed up. The lack of transparency and integrity is truly unacceptable.

On top of everything, they won’t allow me to freeze my membership for the month I want. Instead, they’ve chosen a month for me, and I won’t even be using the gym before or after that month. Yet, I’m still expected to pay for a service I’m not using. I’ve been trying to reach their customer service at ***for the past 7 days, but the number keeps saying “not in service,” which feels like they’re avoiding responsibility and refusing to find a solution. This is extremely unprofessional.

It’s extremely unprofessional for them to dodge responsibility and refuse to offer a solution. Has anyone found a way to resolve any of their complaint? I’m considering suspending the debit order with my bank. What other options do I have if they won’t cooperate?