Freezing of account without request

My husband froze his account only. Then virgin active froze his account and my daughters account. We sent in an email and called the call center to unfreeze her account. Just to find out after waiting approx 20 minutes to get through to her that she went a froze my daughters account and my account. When I got to gym I was denied access and advised I requested to freeze my account. Now we both sitting with our accounts frozen without requesting it. The women at the reception in Steenberg advised that she could see the letters to unfreeze but did not have the function to activate. I cannot spend another 40 minutes on a call to undo what I never requested. It is completely unacceptable and eveytime we go to the gym we advised fro. Reception we requested this freezing action.