Shocking level of assistance from staff.

The service level and assistance I have been receiving regarding a query has been shocking at cradlestone virgin active. I made a request to freeze my account and recieved confirmation then only to find out money was still deducted. I sent a query and recieved a reply with a ref number then nothing further, I eventually had to go in because no one could assist me over the phone and said something diffrent saying my account was frozen now I must prove they took the money. So I went in and recieved a email address for someone that I must send my email with all my statements to all while I want to cancel my account now but cannot do both at the same time apparently. It has been 5 days since I sent this email and I havent even recieved a reply acknowledging my query or any assistance. I have now sent a reply requesting a manager to contact me. I want a refund as well as I want to cancel my account but yet no one is assisting me with either, also should gyms charge R1200 during this financial pandemic to cancel accounts, surely this is not assisting people with the financial implications of Covid. I am uncomfortable with the thought of gyming during this time but must either pay R1200 to cancel or continue to loose over 900 a month in debit orders with virgin active.