account queries not resolved

The service i am receiving from Planet fitness Moreleta Park is horrifying, They quick to do the contract and take money but absolutely no after service for the clients. i am on an attendance contract which meas you have to do to the gym minimum 12 time in a 3 month rolling period in order to qualify for a lower premium. My high premium went off again - phoned planet fitness, system was down, phoned again then they tell me they will send me a report to show my attendance is low but the system is down again and i must phone back again. I asked them to please give me a call back when the system is running and when they can see the attendance is not low? they did not phone back... phoned again spoke to the manager he logged a query online on the 18 and still no feedback 25th today..i phoned the call center give them reference number explain my situation - now they have to go back again and look at everything after i confirmed the attendance the start date etc how many times already. i have been a client for so many years and i just find the service shocking.. very disappointing.. just to resolve my query ..