No reply and poor service!!

I emailed planet fitness 3 times over a period of a month asking for cancelation as I've moved houses. I still have not received an acknowledgement of my request, instead I got a call from a consultant who had no idea what she was talking about and couldn't answer my questions. She promised to callback before end of the day. It's 10pm and my phone hasn't rang. My contract ends in 4 months. Can I get assistance please!