You want to freeze your account? - We need 10 days notice. - Oh yeah, and your phone call wasn't enough. You need to put it in writing. You want to give your hours to someone else? - That will be a $20 transfer fee and you can only gift 1 hour to the same person every 6 months. You were charged while we were closed due to COVID? - Too bad. You should have told us not to charge you. You have xx unused hours on your account and your charge didn't go through this month? - Sorry your account is suspended. If you don't pay us more money, you can't ever come back. AND we'll send you to a collection agency. User's recommendation: Avoid Massage Envy. You'll be better off ANYWHERE but here.