Virgin Active Not Living and Practicing their own values.

I've been a client of Virgin Active for years. I've sent countless emails to Virgin active regarding my account which I had asked to be frozen because of the Covid 19 Pandemic I then did follow ups regarding my account with responses to my emails. I have those emails, I recently called VA only to my horror to find out that they have handed me over. No calls, no emails no notification, no responses to the countless emails. Customer Service is really frustrating as I want to go back to gym. I was a huge client of VA and even had national membership. I'm really shocked and not happy with the treatment I'm getting what about their own values that they not practicing