Shocking Service at Virgin Active

Extremely frustrating customer service! Simple & Quick to sign you up but when you need to query something their service is pathetic. I have requested my membership to be frozen for another 2 months & received a confirmation email that it is frozen till the end of October and will resume to debit me on 1 November. However it is the 2nd of September and my account was debited. Absoluely unaccepable customer service