Planet Fitness never sort out their queries

We wanted to sign up for a family package or 2 normal + 1 student with full access. This never happened. My son was put on a limited package, but his access tag NEVER worked. They said they will sort it out (never happened) Tried to change his membership (they never did) but kept deducting money for no service! Then I spoke to the sales manager & her words were: "if I can't sort it out, I can't do my job". Well, I guess she can't, because it's still not sorted out! I told them I will not be held responsible for any monies, I've been paybing for no service fir months. Then out of the blue they phone my son saying I gave permission for him to come in & change the package, after I e-mailed a cancellation letter. I NEVER DID! This has been going on for months!