Virgin active ignoring customers demands.

After being given the option to freeze my membership during lockdown, I responded & provided the membership information for both my Fiancé & myself (as they are linked). I recieved a confirmation email as well. Only to be debited for ONE account... I requested for BOTH to be frozen.. It was confirmed as well... So why on earth am I being debited against my wishes?????? Best thing, is that when I try phone them, the line gets cut. I tried ATLEAST 12 times today alone.