No joy with virgin actives service

My aunt is a senior citizen, she has paid her total gym fees from 2019 till 2022 all throughout covid.. She was never informed or offered the option of freezing her account.. Even though the company was closed due to covid during the covid period. She has been trying to contact the offices, without any joy, approached the manager at Westville, and still no joy. So someone said complain to hello Peter and help will be served, can someone assist, thank you in advance.