Account debited with NO authorisation and NO refund

An email was sent by Virgin active on 17 August 2020 informing members if they were not ready to go back to the gym then the membership could be frozen for a further 2 months. I sent an email informing them to freeze my membership as I was not ready to go back to the gym, they then rep**** to me on 27 August 2020 informing me that my membership will be frozen until end October 2020 and the membership will resume 1 November 2020 and also the debit order. On 1 September 2020 my account was debited with the membership fee (which was NOT supposed to as i have requested to freeze m account), I immediately sent an email to accounts enquiring why my account was debited, they said the membership was NOT frozen (however I have email proof showing they said it was frozen), I then requested that the amount be refunded to my bank as I am not using the facility as well as they were NOT authorised to debit my account (I requested to freeze the account). I did NOT hear back from them and I have sent 4 follow up emails with NO response to date.