Massage Envy Anti-Customer Policies Scottsdale Arizona

Massage Envy has the most anti-customer policies, they make in nearly impossible to use accumulated hours. After calling repeatedly to have an account frozen, they never did it. After I locked my credit card to prevent them from charging more, they threatened to send me to collections if I didn't pay them. They also informed me that any requests have to be made in writing and not over the phone. But why wouldn't they have told me this one of the times I called previously?

I have also tried to use my hours for my minor child (13-14 years old) and they tell me I can only transfer one hour to her every 6 months and that it will cost me $20 to transfer in addition to that. In order to freeze my account, another $20. Oh yeah, and they ludicrously charged me my monthly fee when the salon was closed during COVID! They said they sent an email saying "if you want to stop charges, let us know" but I never got any such email from them. And their default actions should have been to STOP ALL CHARGES, not force people to opt out!

I cannot figure out how to use my $845 in accumulated hours. They are not seeing the forest through the trees. If I could at least use my hours with and for my daughter so I could actually use them, then I would stay a customer. But no, they'd rather have horrific policies that ruin customer loyalty.