Incorrect Billing and refund not processed

Good day

An incorrect amount went off my bank account on the 25th April 2024.

I called planet fitness on the 26th April 2024 and spoke to Dineo, whom I advised I was billed incorrectly an amount on R999 she confirmed I was correct, and she will have to request for it to be corrected and my account will be credited.

I then requested a refund and not my account to be credited, which she advised will take 15 days for the refund to be processed and reflect in my bank account.

On the 16th May I followed up, spoke to Queen Khumalo, whom advised the refund wasn't processed, but my May 2025 fee was deducted from the credit and only a balance of R479 was left, which was not my initial request

An unauthorized amount was taken, and my refund request wasn't honored? How?.

May I request the full refund of R749 immediately, and the correct amount be debited every month.

If not done, kindly cancel my membership with no liability as the company failed to honor your end.

I requested the supervisor Nokuthula Rapholo to call me on the 16th May 2024 , to date i am still waiting for her call, the call centers agent advised they are not allowed to provide their work emails for complaints, how are we even to complain?.

I am so disappointed with the level of incompetence received from you call center and "supervisors". You treat customers like numbers and nothing else.

I want my refund ASAP and cancellation on my membership, i will jog on road, seing that this is how you treat clients.

Regards Hendricka