Horrible services given to the public

Extremely dissatisfied with the lack of professionalism I am subjected to. My case isn’t taken seriously at all. Mpho keeps calling me to ask not only what is the issue but further that they do not make system notes on my calls so every-time she calls to ask for clarity on my matter(when I have sent a very detailed complaint & supporting documents). I have discussed in detail over the phone and have sent supporting cases but the matter seems to be going nowhere. When I send an email asking for an update I get a call after a week or 2 then I reiterate what I would’ve said previously. My case is a simple complaint against gym company. The service provider is refusing to cancel my contract albeit 30 day notice period provided. The period, which is clearly stated in the written contract lapsed and I was on a month to month. The downside is that the service provider continues to debit my account & due to fear of having a bad record I allow that hoping the ombudsman will assist but it seems to be useless. I have further requested for my matter to be escalated since Mpho isn’t assisting me but even date has fallen on deaf ears.