Virgen Active incompetence with Debit order

Virgen Active Debited my account on the 2 September i then sent an email to freeze my account and was told someone would contact me in 24 Hours well to this date no one has contacted me, they have now proceeded to debit my account for a second time. i am not attending gym during this time due to COVID. i have tried contacting my branch but they can not help. i have tried calling the helpline to speak to an agent numerous times but i hold for 20 minutes and no one answers.