Account frozen, notes added, but no action from Virgin Active

I have been asking Virgin Active to please freeze my account as we are not using the gym due to COVID 19. Both my hubby and myself are high risk and have under lying conditions, therfore we did nt want to put ourselves at risk.

Everything without fail i call the gym to freeze our acounts for the next month.

Yesterday I called in to have the account frozen again for the next month, and the agent tells me, that my account is in arrears. she says she can see on the system that the request for the account has been sent, but nothing had been actioned.

we have not used the gym in the past 3 months, we called for this accounts to be frozen, and now we in arrears.

I really don't understand, why the notes have been added to the system to have the accounts frozen, but nothing is actioned.

is there anyone at Virgin active that can assist, without telling me, the notes have not been actioned and I am liable for the account. if the notes are there, i did my part. Virgin Active needs to do theirs.