Massage Envy

I currently have 5 credits on my account that I have had for years that I am unable to use because there are never appointments available. I finally got one for next month and then received a call that the therapist was injured and would not be back by then. I understand staff shortages so I asked them to stop charging me for the service until I can get appointments and use the credits I already have. I was told that I'd have to pay $10 a month to freeze my account or I could put a hold on it for free but cannot use it when it's on hold. Why should I be charged or unable to use my credits because you can't provide me the service I pay for monthly. I have called corporate to just cancel my account but I want to be refunded for the 5 massages I haven't been able to use.