Virgin Active - Unacceptable Downgrade Fee & No Working Medium to Downgrade!

I want to downgrade my Classic membership as Virgin Active does not have a club within a commutable distance from me. I discussed this with the salesperson who sold me the upgrade and he advised me to downgrade using my myvirginactive platform. I tried, but received an error message from both the app and website saying: "UH-OH, IT'S NOT YOU...IT'S ME."

Two issues here: 1. I do not understand why I should be prejudiced and asked to pay a downgrade fee when Virgin Active decided to sell the club in my area that I would be training at and, thereby, making it unfeasible for me to train at a VA club; and 2. VA directs me to a platform to downgrade which doesn't work, but continues to debit my account.

Unacceptable.