Shocking Incompetence in Planet Fitness Finances

I was overseas for end Nov/beginning Dec, and my debit order for Dec was unsuccessful. I went into the club and paid the outstanding amount on 24 Dec. On the 28th they took a debit order, which I assumed was for Jan 2019 so everything should be up to date. On 2 Jan they took another debit order. As I am very aware of activity on my accounts I phoned them on 3 Jan, no one answered at accounts and I was advised to send an e-mail to ********** I sent the e-mail on the 3rd. I received a response e-mail that they have received my e-mail and that someone will contact me within 72 hours. I waited... NO RESPONSE. I e-mailed them again twice on the 8th (Noted: way more that the given 72 hours). Again I received the response e-mails saying that they have received my e-mails and claiming that someone will contact me in 72 hours. The morning of the 9th I phoned again, after being put on hold for 10mins I was informed that the payment I made on the 24th was not allocated yet, and that no one has bothered with e-mails so no one was aware of the situation. I was informed that because I phoned they will now start working on it and allocate the payment. Then, AFTER they have done this, they will start with a refund, and the refund will take 14 working days aka 3 WEEKS!? This will only now happen, after they have done the allocating of the payment which was made 10 working days ago (taking into account all the holidays and weekends over the festive season). This is absolutely taking advantage of your members, it is unfair that paying members should be subjected to this standard of incapability. So no one has done their job, they would not have done their job if I haven't phoned them AGAIN. And now I, the paying member, are at a disadvantage because I have to wait another 3 weeks for a refund? How is this acceptable? How can you be so reckless with members money? I could actually understand if they took a while to allocate the payment, but to add on another 3 weeks just to be spiteful? Very bad experience with Planet Fitness