Illogical Contract Cancellations and Poor Telephone Operator Service

I asked whether I can freeze my account because I would like to try out a different training programme for a few months, but am unsure of whether I want to completely end my Virgin contract. The operator explains that there is a fee of 20% of the retail monthly fee to freeze and that I can only freeze for December - this is almost equivalent to paying my Monthly fee because I use Vitality! So I explain this doesn't make sense and ask if I can then cancel, because I was told by staff at the gym that I will not pay a fee for cancelling because my 24 month contract has already ended. The operator says that I will not pay a fee but I will be charged pro-rata. I ask her to explain herself because this makes no sense, if I am not being charged a cancellation fee then what am I being charged pro-rate? The explanation is that I will be paying for December because they require 20 Business Days to cancel the contract and the debit order apparently comes off on 1 December (I pay around 2 weeks in, so this is untrue). So I explain that no, I do not want their services for December - but now I must pay for a month that I do not go to their gym!? I would have expected at the very least that the operator show some kind of common courtesy or etiquette in an attempt to keep an existing client because I would not have left the gym if there were a simple option to freeze for 3 months. Additionally, the tone of the operator was harsh and I feel like she should not be working in customer services.