Disgusting customer service and *******!!!

I called planet fitness end of August to cancel my membership as I would no longer be needing it. They told me I would need to pay a cancellation fee of 1990rand which could either be paid via eft or debit order which would be deducted end of September. I opted to go with the the debit order. At the end of September my normal gym fees had been debited, only for me to call in and find out that my gym membership had not been cancelled and therefore I was charged a full membership fee for September and that I would still need to pay the FULL cancellation fee if I would still like to cancel my membership. Which is ridiculous as the fault lies with planet fitness.

I have requested via mail (MULTIPLE TIMES!!) and via phone call that I either be reimbursed for the membership fee that went off in September or that the fee is deducted from my cancellation fee. No one has responded or been able to assist me with this. I was told on the call that my issue would be escalated and that I should in the mean while pay the full cancellation fee.

This is ******* As I’m paying for a full month of services I did not use as I was under the impression that my membership was cancelled !!!! From the time I signed up with planet fitness I received such poor customer service!!! Their call agents are uninformed and rude or just unhelpful! I would advise EVERYONE TO RATHER OPT FOR VIRGIN ACTIVE!!! I am out of the country trying to resolve this issue which is expensive and time consuming and it seems like as long as the issue isn’t resolved they will just keep debiting my account!