They offer to freeze your account due to covid 19 confirmation of readiness from government , you agree in writting but they still proceed with debiting my account today

Virgin active sent me a mail that they are soon planning to open and would advise once opened ( as they awaited the go ahead on club readiness) and offered the option of freezing my account should I wish to not return right away due to corona virus. I responded and sent a mail to continue to freeze my account but this morning virgin active still debited me. Virgin active sunninghill did not even send any further communication that tgey had already opened. I would like a refund and to cancel my account outright as this is unacceptable. When I call the branch ( sunninghill) I am told I was debited because they are receiving way too many emails. In other words no one cares to look at responses sent from customers. I have been trying to get through to the call centre for days unsuccessfully. Its already been a struggle with gubds due to corona virus and now virgin acrive goes and takes my last mont. Very disgusting