Moove + Pandemic = Humanity out the door

My contract with Moove ended October 2020, I confirmed this with a person from the accounts department. They told me that they will extend my membership with two months with no extra cost, which I declined. At the end of October no fees went off my account, but in November a membership went off again. I contact the finance department I told the lady about my email correspondence, but she said that due to lockdown my membership now an extra 5 months which I have to pay, which I was not aware of, I tried to explain to her that they confirmed that my contracted ended in October, but she put the phone down in my ear. I tried to call back several times but no one answered. I then sent an email asking for a manager to contact me, which they never did. and I said that I would log a complaint, I then got an email again saying that they cancelled my account with immediate effect. which I am grateful for, but this does not correct the terrible service I have received from them. I believe the way this whole situation was handled was extremely unprofessional and I do think that if I am treated like this, there must be many that have received the same treatment. I understand that lockdown has effected many businesses, but humanity is not something that stopped when a pandemic broke out.