Pathetic service and *********** call centre

<p>Hi there</p> <p>I am extremely frustrated at the service received from Planet Fitness. My husband and I signed up at the Platinum club during a trial period in March because we were assured that the Platinum membership qualifies for the Gymbooster Cash back benefit from Discovery Vitality. He then confirmed later on in March 2017 with Farhana from Vitality (reference number ********** 385) that this is not the case and that Gymbooster only applies to local memberships (i.e. Rivonia Megaclub).</p> <p>My husband, Afzal Modi then communicated in March (of which we had provided PlanetFitness proof of correspondence) that we want out Platinum Membership cancelled and reverted to Rivonia Megaclub. His membership was effectively cancelled however mine was not despite repeated attempts for this request. We followed up on 30 March, as well as during April with calls to the call centre, and again on 30 June with email correspondence showing proof of communication. As a result of negligence on the part of the numerous call centre agents to log this query, there has been two debit orders for the months of May and June of R749.50 each in respect of the Platinum membership going off my husbands bank account (as he is responsible for the payment) instead of R174.75.</p> <p> </p> <p>I have been on the phone with two different call centre agents this morning again the first of which closed my query without resolving it and failed in providing a reference number on the call; and the second agent placed me on hold after refusing to provide a reference number and thereafter the call was cut. The service received regarding this matter has been absolutely pathetic to say the least, in addition to the sheer lack of competence of the agents that both my husband and I have had to deal with regarding this matter. In the time from March to date PlanetFitness has simply disregarded any principle of customer service.</p> <p>Now that we are emigrating, I have been told that I need to pay a settlement amount of R3597.60 for account closure which relates to the Platinum membership that planet fitness has failed to revert to the RivoniaMegaclub. And I absolutely refuse to pay for a membership I requested to be cancelled and which I haven't even used.</p> <p>I have sent numerous emails, and have tried resolving this issue more than once. Today I once again requested via the PlanetFitness customers service email (since my phone calls were cut and telephonic queries logged have been closed without being resolved) that this is what needs to be done:<br />1. Membership reverted from Platinum to Rivonia Megaclub which should have been done in March already. <br />2. The incorrect amounts taken off our account of R749.50 need to be reversed for the months of May 2017 and June 2017. <br />3. My membership needs to be cancelled in its entirety due to us emigrating, and this should be done without charges of the Platinum membership which is currently being requested by your department.</p> <p>We have called 5 times in the last few days alone and this issue has not yet been resolved and I have communicated that I will be unavailable on my phone from Saturday, and have requested contact via email however no correspondence was received. </p>