The worst experience ever!

Virgin Active is by far bar the worst gym to have a membership with , last year I joined at Jabulani virgin active got bad attitude from the staff wanted to cancel but the manager there called to apologise for the service I got and moving past that I had to freeze on my membership months later because of medical reasons which I did with no complications and today I got to the gym I get connected to the head office wanting to put a freeze again to my membership and now am told if I put a freeze my membership will be extended their policy changed in January and I did not get any communication with regards to that and that is not a contract that I signed up for so I can’t be held liable for something I did I agree to , I asked to speak to a manager and the consultant Megan told me they in a meeting and will have her manager call me and am still waiting. Last year I could freeze my membership without my membership been suspended and this year with no communication am told that if I freeze my membership , it will be extended like why ?