Pathetic service

My husband joined planet fitness in October 2018, the service we received from the sales rep was exceptional, when the agreement was signed, we instructed that the debit order for his gym fee by debuted from my bank account. On the 20th October 2018, the first debit order went through, on the 28th October 2018 another debit order went through, I returned the debit order as I was debited twice, however for different amounts, this occurred in November and December, and the debit orders were returned as well as we only signed up for the gym fee of R199.00 and no further deductions to my savings account. I called the customer service call centre on numerous occasions but their "call volume" is high, I waited for a half on hour for my call to be answered, however it was not. I then sent an e-mail to the customer care e-mail address and their turn around time is 72 hours, how is that possible. I will be cancelling this memberships as the service is pathetic, to date no one has gotten back to. your service is pathetic