No answer from virgin active about membership

I am with Virgin active since 17 years in Cape Town. I did appreciate the effort of Virgin active during the pandemic to freeze clients membership. I have no more income at the moment due to the pandemic and hoping to get back on track in a few months from now. My request was if it would be possible to freeze my membership until January 2021? I have been trying get a reply from Virgin active since 20th of October. after numerous calls and emails as per today still no answer. what is happening?