Poor Service

All virgin active members accounts were frozen due to the National Lockdown effective 27th March 2020. On the 17 August I received an email from them advising that we now eligible to start using the gym again or whether id prefer to keep my account on freeze for another 3 months. I opted to keep my account frozen by replying to that email on the 17th August 2020. On the 01st of September my bank account was billed virgin active gym fees but the payment didn't go through. I received a call stating im in arrears when im not. I am absolutely disappointed and id really want to know what head office is going to do about this