Shocking service

We have two contracts for our children. We receive discounted rates through Sanlam Reality according to the number of times my kids go to gym. For 3 months we paid a higher fee for both them not attending gym as much as they used to - this has since been corrected. From November the gym fees were supposed to have been discounted. This was confirmed by a planet fitness service consultant who was supposed to forward me copy of the contracts. I have been emailing Planet Fitness and trying to phone them. Their lines are too busy and they don't reply to emails. They deducted too much on the November debit order and I want a refund.