Planet fitness poor service

I called planet fitness to require a cancelation fee more than 2 weeks ago. They couldn't give me the cancellation fee, and promised to send me an email with the costs involved as I payed my account in advance. After repeated emails and calls I still haven't received any email regarding the costs involved, and the operaters just say that the contract is cancelled and they will pay it into my account. I am very disappointed in the client service of planet fitness.