Disappointing service

I joined gym company in August the sales person told me that I could downgrade my plan anytime. I decided to cancelled my membership because their steps classes only caters for advanced steppers and requested to be downgraded to their black plan, I was told by the reception that I can't be downgraded but this was never shared with me when I signed, I then asked for the manager to contact me it's been 3 weeks still waiting for the manager to contact me. Can someone contact me urgently