virgin active contradicting itself

as a member of virgin active i have been advised that i have the option of suspending my membership for any valid reason, i am due t have an operation in 2 weeks and as far as i am concerned that is a good enough reason to suspend this membership and contacted virgin active to request this to be done and they reply to advise that they cannot do anything without consent from momentum. now the problem here is that I have discontinued my Multiply benefit with momentum. both momentum and virgin active are aware that this the case but they keep bouncing me back and forth between each other telling me the same thing and refusing to assist , i am baffled by how 2 seemingly large organisations cannot come together between themselves to fix such a simple issue.

virgin active sells their product based on how much value they can add to your well being and yet here i am with an inquiry linked directly to my health and they refuse to be of any use to me ? i mean really ?

if virgin active cannot help me because it is momentum's problem and momentum cannot help me because this is virgin actives problem where am i supposed to go ?