Virgin Active's Freezing Membership Monthly at the age of 70

My bank account was debited with the monthly fee at end August. I reversed this at the bank. Sent an email to Virgin Active. No response. 6 September spoke to Lunga who said he will freeze my membership until November at no cost as I am 70 years old. This morning Pinky calls me to say my account is in arrears. I told her to cancel my membership. We were cut off. Now starts the challenge of cancellation. I am not prepared to call monthly to freeze a membership when I have been a member since inception. Pinky's attitude does not help.