Virgin Active Head Office / Stone Ridge ****TY SERVICE

I have called Virgin active and mailed them to freeze my account because I am not ready to use the gym because of Covid-19, I advised them not to debit me which they had done last month and again this month. Their head office takes 5 hours for someone to eventually answer. Amy Damons '***' whom answered advise that there is a back log in their mails hence nothing was done (firstly you do not tell your customer that we did not have time to read the mails hence the debit was done) to add onto that she advised my account can only be frozen from today till 31.10.2020 and the account will be in credit for 1 only, she advised there is no team leader, supervisor or manager that I can speak she can only forward my query which will take up to 48 to 72 hours. SUCH POOR SERVICE - hope something can be done