Virgin active bad service and accuse me of not paying debit order eventhough it was paid

I called virgin active a few months ago as I froze my membership as I have diabetes and I am high risk I was told I could call again when I want to activate my membership to my surprise I noticed that virgin active took out 2 debit orders even though they promised my membership was frozen and I did not use their gym. I tried for a week to get through to the call center to no avail I then pressed 1 to take a new membership and the called was answered in a second I explained to the consultant my problem but she did not even want to assist and said rudely that I needed to call another department but aren't you guys still virgin active... So I was rude to this person as I was upset I received a warning a few days later from virgin active... Like I work for them... Today I received a disturbing call from a consultant who stated that my debit was in arrears for November to which I told her her Information was incorrect and she still insisted that I owe them money I told her that they were useless as they were troubling me and providing I correct info and the consultant asked me why I am swearing her... Is stating you are useless cos you are troubling me giving me I correct information and troubling and insulting me good?