Very unprofessional services rendered

I've been a member for a long time with Virgin active and had no issues. I froze my membership at the first lock down in March. I contacted Virgin active in December to downgrade and freeze my account again. This did not happen and I was debited the full amount for December. I contacted Virgin active and again I froze my account until end of February 2021 a d was advised to further freeze in the middle of February. Virgin active still debited the full amount for January 2021. I was told that I will not be debited and the 20% will be taken from the December fee that I paid. I cannot get through to ***and contacted Mall at Reds and they advised that there is a note on the system and not sure why head office finance debited me. I cannot get hold of them and reversed the debit order. Kindly contact me to resolve this issue. Member *** I.D ***