Incompetency & poor service by Planet Fitness

Hi, I called 3/4 weeks ago that I would like my son to move from carnival to springs gym. They said they will need to cancel his membership under my wife & put it under me at Springs. Then boom, the PF staff decided to cancel my wife membership without me & her knowing. Is it how PF work? Then I was given this reference PF*** which even doesn't exist in PF, that's savage guys!!Then I called again today where I was told that PF decided to cancel my wife & my son without their consent. My wife debit order is going off still, so her membership at carnival must reinstated immediately. Also I have been asking PF for 4 weeks to move my son from Carnival to Springs but its not done. Why so much poor service & incompetency in PF???