Virgin active and *********** stuff

I'm so sad and disappointed at the people that work at virgin active last year I called them to freeze my membership I spoke to a consultant who didn't listen to me and did not do what I asked her to do and they go and debit my account. I had to keep calling them to sort this out and then I get an email from Chantel who apologize for the error on there side and they have rectified it. But come now 2025 I called to follow up on my membership to start going to gym as there installment went off the consult named Luke said I'm in arrears for the month off Oct 2024. When I explained to him he said he will get back to me before close off business but no calls no response from the email I sent to Chantel I honestly just don't know what to do anymore, it's like there is no one working at virgin active is actually qualified to do there jobs properly and they don't even know how to speak to customers can someone tell me what I should do and who can help me with this... thank you