VIRGIN ACTIVE SOUTH AFRICA

I'm so upset, i requested a freezing on my membership for 3 months but the agent that assisted me didn't do as i requested and now virgin active debited my account and now its sitting on a negative, when i called them there customer service agent tells me he will get the recording of the call, as the agent before him didn't even let me know that there is a freeze fee you have to pay in order to freeze the membership of R120 But it still doesn't explain why my account was debited the full premium. The i called again and spoke to an agent named Yassen who said he cant give me his surname, he tells me that my membership was only frozen for one month which i didn't request for that, Not forgetting you hold on the line for ever to get someone to help. I SO UPSET NOW MY BANK ACCOUNT IS SITTING ON A NEGIVATE