Pathetic service

I just recieved another call from Virgin Active about my account which I froze in January , I am so tired of explaining my reason over and again and the customer etiquette,the worst. The consultant that called me now told me that's not how it works ,I am appalled at the level of service you guys have because she dropped the call in my ear, I want the call recordings of all calls ever made to or by me and I want this consultant dealt with or I will take further steps!