Worst service I have experienced out of 3 branches I have been a member at over11 years membership

Freezing a contract seems like rocket science at this branch. Wanted to freeze for October, November and December. Apparently my covid19 reason is not good enough. Last time I checked we are in a pandemic!!! They told me its frozen and got proof that its frozen but I noticed I am still paying full for October and November 2020. Been here for 7 years and never froze anything. What is even more frustrating is the fact that you being sent from "pontus na pilatus" Gives me the impression that poor service is normal. Pitty there is no quarter of a star available.