Taking responsibility for your staff's action.

On 20 Jan 2015 I phoned the gym and request to cancel my membership as I moved and no Planet Fitness is near me now. I spoke too Tate ***. We had the conversation and I requested them not too take any further debits (R333.00) and the agent confirmed it is acceptable. At the end of that month they surely did take another payment. I did a stop payment on that amount and only to find they take it again on the next month for a different amount. When I phoned again I spoke to Lungi *** explaining the whole story again she confirmed that she will arrange a refund. Nothing happened. When I phoned again they were stubborn and did not repay me. I requested to speak to a manager and no one came back to me. I was a member for 5 years and never missed a single payment and also handled their equipment with respect and this is the way we go apart. Bottom line is if your staff confirms that your requests can be met it should be like that.