Planet fitness

I recently requested a refund from Planet fitness. I am not happy at all about the delays and the fact that I've already dealt with 6 consultants, telling me the query was logged with FINANCE department. If the refund takes 15 working days or lesser as per one of the consultants, why I haven't received my refund? I have requested a call from someone who is handling this, up until now no one has called me. Mind you a Cancellation mail was sent about 2 or 3 years ,consultant 1 did tell me that the fault was on their side. 2nd consultant asked for my account ofwhich I didn't have a problem to provide. 6th Consultant decided to answer my questions but made excuses. I would like to know the procedure to get my money since customer service is not helping me with answers. Why is it so hard for Planet Fitness to refund people?