Poor customer service and account query resolution

During lunch(03 Sept 2018), I went to the gym for a normal workout and get access denied because my account is in arrears. I get sent to the account department within the gym which is actually the sales department. They tell me I have met my required visits and I need to call the accounts department as they are too busy to help me. I try calling the accounts department and wait for 10 minutes. The call drops. 40 minuets of my lunch break gone. No gym workout and got back to work.

I then try to call Planet fitness in the same week and cannot get through to accounts department. Towards the end of the week I eventually get a hold of them. I explain the situation and get put on hold indefinitely. I get an email on Saturday 08 Sept saying I was short a visit., that is why my account is in arrears. I reply immediately asking for details. I wait a week for a reply and I do not get one. I called in 18 September at 09:08 and Spoke Tembi. She provide me with my visit and said to if I can provide a medical certificate for the week(s) I was not been able to train, the arrears could be sorted out. I emailed laster that day the medical certificate and did not get a response., I then called in on Wednesday and spoke to Debbie. She gives me a different story and said that she has to speak to her manager and assured me she will call me on Thursday. She did Not. I spoke to Sarah on Thursday and she said she will get Debbie to call me back. I could not speak to both Debbie and Tembi. It is not Saturday 22 September and I have not been able to rectify my arrears and pay the correct arrears.

I also like to mentioned my account was also incorrectly debited 3 months ago because the debit order ran before the visits were calculated. I had to call in to get this recited and had to wait 20 days for my refund.

This is really poor customer services, account billing and queries and also there is no website a gym member like me can log in to and track visits to ensure I am on track for the correct