I was delighted with the service until the pandemi...

I was delighted with the service until the pandemic hit. I have ben charged 2 consecutive moths despite my membership is frozen. Why do you have this option if it is simply NOT true?
You have NO EMAIL we can contact. You have NOONE taking phone calls (last time I tried I was 25 minutes waiting for a response) I went to the London Wall gym (Aldersgate I believe) , which is open, to be able to speak to someone. Incredible I have to do this to get some costumer service. I was advise this was going to be resolved. I received an email confirming that the payment I had done will be saved until the membership was unfrozen but... A couple of days ago a full month direct debit payment came through. What the hell guys?
What bothers me the most is that NOONE is talking to me, no-one is communicating. What kind of costumer service is this?