Planet Fitness customer service is terrible

I've had a very bad recent experience with them on the member administration side. They were planning to close down the Platinum Sandton club. The communication with members was absolutely appalling and no-one knew what was going on. They then asked members to move to new premises (which doesn't have a pool and I'm a swimmer), so I wanted to terminated my membership and told them so. PF then changed their minds and decided to keep the existing gym (with the pool) open. I subsequently told them I'll then stay on as a member. Their call centre acknowledged all of this, said I'll continue as a member as always. But now they've cancelled BOTH my membership (I can't enter the gym any more) AND my Vitality link so the points go lost. Try to get through to the customer call centre - my longest attempt was 30 minutes without success. It's truly terrible customer service.