ACCOUNT DEBITED WHEN CONTRACT WAS NOT RENEWED

My account was debited for gym fees when I did not renew my contract, I contacted PLANETFINESS and advised them on this, the advised that the money will be returned, its been a month and im still waiting, I called the call centre and was advised that the person that lodged the refund was busy and they they will call me back today, up until now there has been no call!!! i tried called the call centre again and waited 11 minutes and no one picked up! 11 minutes! pathetic service from Planet fitness as usual! i want my refund NOW! i am sick of waiting and no one contacts me, i always have to contact the horrid call centre which takes forever to answer