Unauthorised debt order

Before they opened after lockdown I never got an email to find out if I would like to freeze my account since I'm not ready to go back to gym. They went and debited my account which had no money I incurred bank charges. Their call center is not working I went to the branch only to be told I need to pay then cancel. How do I pay for a service I'm not using? A week later I get a call from the call center asking for payment I told them I wanted to freeze my account and I never got an email she said she will look in to it and come back to me on the same day only to see another debt order attempt. Costing me more bank charges and affecting my credit score. I would rather move to a different gym when I'm ready you guys have just lost a long term client. I'm so disappointed