Bad Customer Service

Me and my wife have been Planet Fitness members for 12 years. We had a Regional package. At the beginning of 2015 I called and asked that our regional package be downgraded to a branch only package. I did it at the central call centre. This would mean a lower monthly subscription. I have not been at the gym sinse the downgrade although my used the facilities. Last week I however decide to start again and when I arrived i were informed that my package have been cancelled, not what i asked for in 2015. I have been at the branch twice and the assurance were given that they will look into the matter. No feedback so far. On 25 Jan 2016 I called the call center and I was promised that they will revert back to me. No feedback as to today. Is this client service!!!! Just asking. In the meantime the monthly installment for the family package is going of, and has been for 12 years.