2 months and my membership not cancelled

Firstly on the planet fitness website there is no customer care number just a contact us section to submit your requests. So in December 2014 I sent a cancellation request for the end of December. January 2015 and no one got back to me so I submitted the request again taking a screenshot after showing sent successfully but in addition I got there number from someone and called. I am beyond frustrated because they asked me for proof of my submission why do they not generate a reference number??? So I sent the screenshot to customer care and its been almost a month no resolution! I got a call today from the accounts department to pay them and no knowledge of my request! I explained the situation and she said that customer care will get back to me when they get back to me I mean when is that going to be? I asked to be transferred and no shocker that she couldn't transfer me I have to call myself and explain from over again I am extremely irritated because no one knows the process or can help me! I want this membership cancelled effective December! Someone better be able to help me or I have to take such a silly thing further. Planet Fitness I am very dissatisfied and await resolution