Planet Fitness not honouring their promises

I called Planet Fitness in September (just before the gyms opened) to cancel my membership because of the COVID restrictions and not being able to shower or gym without a mask. The Call Centre agent convinced me to not cancel but rather put my membership on hold. I was promised no debits would go off but it did. I called to protest and requested that they close my account. Once again they convinced me not to do this. I was promised that they will sort this out and pay back the funds. To date nothing...It's almost more than a month ago I called the first time. If they are going to debit me again and not pay me my funds I'm going to lose it with them. The reference number they gave me was PF*** and I even got an email from them stating that the issue was resolved. This is the worst customer service ever!