BAD SERVICE FROM PLANET FITNESS

I phoned Planet Fitness to cancel my membership. They suggested we freeze the membership, but no explanation on what this means. I was told that I would receive an email from them, but no email was received. They started deducting the premium again without notification. When I queried this, they said that I should have phoned them. I was under the impression that I cancelled and no one told me that I must phone them again. I asked to speak to a Manager in 3 different phone calls and I am still waiting. I received the wrong information from them and I want them to pay back the premium that was deducted for the last 3 months.