Very bad service

If I was able to give no stars I would. They have not client service at all. When they announced there re-opening in August 2020, they gave members the opportunity to freeze there accounts if they do not feel save to return to the gym. Myself and my family emailed them advising them we would like to freeze our accounts. We did not receive any feedback from them and assumed that al was in order. Month end came and all of a sudden money was deducted of my account. I emailed them asking them to please explain, no feedback, until today I have not received any email or call explaining my questioned raised. I then attempt to phone them as I would like this sorted, the agents just informed me she cannot help me and a supervisor will phone me no call till today. Again I phoned and was promised a supervisor will phone me back the same day and again no call. How do you sort something that was not your mistake. They do not make any attempt to email or phone you but very quickly send you a SMS you need to pay your account.