horrible service

gym company is extremely unprofessional ,4 months ago i requested to downgrade from the r399 package to the r199, i was sent a form and was told in 3months it would down grade, it is 4 months later, and im debited r399, when i asked why, they told me i need to come to the gym to sign, this was never communicated, so i wasted my time filling out a form that holds no weight for anything, i then went in, no1 was able to assist, but the lady there told me the form i orignally signed should suffice i sent another email , im still being told i need to sign , im away on holiday, i cannot go in and sign, and still given stories,