Pathetic Customer Service & Support

The level of customer service at Planet Fitness is beyond pathetic. I joined Planet Fitness in December 2017 and then decided to switch my contract to a Sanlam Reality contract in January 2018. I went in to sign the Sanlam Reality contract on the 27th of December with the intention of changing the contract to the Sanlam Reality contract. I was told that all was in order and paid the re-activation of the access tag. In January I realised that the full gym fee was deducted from my account (R399) instead of the Sanlam reality discounted fee of R160. This is where my problems begin. It is now end March and the issue is still not resolved. Planet Fitness has been deducting R399 from me every month after numerous attempts to contact them to fix the issue. Planet Fitness then blamed Sanlam Reality for the problem but it was soon found out that Planet Fitness never submitted by new signed Sanlam Reality contract (fortunately I kept the copy). I then took the copy back to Planet Fitness and was assured that they would move the contract as per the signed contract. This was two weeks ago and once again, nothing has been done and no feedback has been provided. Planet Fitness is now owing me R717 in overpaid gym fees which I have no doubt will be more after they deduct the full fee for April again. Absolutely pathetic service and support. Virgin Active is a much better experience from start to finish and their customer support is always helpful! It is a pity they are so expensive otherwise I would have definitely moved back to them. I am writing a review here because I have nowhere else to turn to and would like to warn people... if you have a choice on which gym to choose, do not go with Planet Fitness.