Request to cancell my contract

Planet fitness agent promised that they will cancel my contract when I send them the proof that shows that I requested a cancellation within that 5 days cooling period and I did that, after some days they sent me an email saying that they still processing it after a week I sent them an email wanting to know how far with the process they never rep**** I went to the branch to check they said my account is handed over and the amount increased from R1800 to R2700.