Poor Service from Planet Fitness

In March 2021 I was requesting a quote for cancel my contract with Planet Fitness due to Covid-19. They got back to me with options and said if I do not choose one my membership will remain active. When a customer asks a settlement quote due to Covid-19 it means they cannot afford it anymore. End of April, Planet Fitness deducted R1698.00 in my account as I cancelled my membership as per them. I never selected an option and they just deduct money in my account. I logged a call on their website to have Management contact me via email which never happened and received emails that my query is closed. I made contact with them via the call center after a week just to find out they will refund me and active my membership again. Really, is this the service I get after being a member. I will never join your gym again!