Lack of service

I have been trying to reach virgin active for the past week to freeze my account for 2 months, due to Covid I dont feel comfortable going to the gym yet. So thinking was to freeze the account and then resume activity in December. I have tried calling the contact centre, I have sent numerous messages via Instagram message and I have also contacted them via Facebook. Not a single response or acknowledgement of my issue. What is even more infuriating is that the activity on Instagram is quite frequentl, there are posts about gym stories etx, so the social media platforms are being used but deliberately ignored for customer service. I am well aware of what customer service should be and rules around treating customers fairly. This is definitely poor service and an insult to me as a regular gym goer and supporter. I am so appaled at the service that I am considering canceling the membership.