Poor Service

I am not happy with planet fitness, I have been with planet fitness for 3 years now meaning my membership should have been terminated by now. Planet fitness is poor when it comes to communicating with their members, I have sent an email in September 2019 asking for them to freeze my account because the only time I go to gym is when I go to the office in Sandton and I am staying in Soweto and I am working from home. They called once and I was not able to answer the call because I was in the meeting. Now they are telling me that I owe 4k but they are the one who never reply to my emails let alone giving me a call about this. Now I called twice today and my airtime was finished and still no resolution to my problem, and still they expecting me to call back again to finish whatever I was discussing with the gym consultant/agent. Does planet fitness know that we using airtime not landlines phones to call them? I am angry with their treatment and from today I will have to publish my disappointment to other social media platforms their service is poor.