Planet Fitness- Planet Dissapointment

I cancelled my subscription a month before the contract ended as per their instruction. They sent me an email confirming my request and assured me that they will end my contract and gave me a reference number. My account however was debited again this month and after several calls to their call centre , sadly I was only able to get through to them today and to my disappointment the lady informed me that my status on her side is still an active member and that she is not sure if they can give me my refund.