Massage Envy

I was on a monthly plan with Massage Envy and wanted to cancel. In order to retain your credits, you need to have 6 banked and to be on a freeze plus membership, paying around $20 a month. I noticed that I was getting charged again my regular monthly fee. I asked what happened. Apparently, you can only use freeze plus for 6 months before it unfreezes. I didn't know that so I spoke to the rep about getting reimbursed and then going back on the freeze account. She said she'd speak to her manager, then they would call. Weeks go by... Nothing. I get another monthly charge. I call to find out why the manager didn't call me back. They said they are out of the office for 2 weeks. I said there must be someone to call to get me back on the freeze plus. She said there are owners, but they are "silent owners" and I probably won't hear back. Are you serious? I've heard that it is ridiculous to get out of these memberships, and they are right.