Unsuccessful Debit Order / Communication Gap

Payment Discrepancy September I had no access to the gym at Boksburg Planet Fitness. I called the call centre on Friday, 04 September 2026 @ 08H19. The call was 8minutes 5seconds long. The agent explained that due to my less than 12 visits for August 2026, my plan has reduced to 50%. If I do 12 days in September then I'll go back to 80% ( this is what I understood from the conversation). he did not explained much. I confirmed that I was in the wrong, and paid R***, at the gym. Due to unforeseen circumstances in August, I had less days to gym.

October 2026 My payments are due 1st of each month. Access the gym on the 1st October, no problem. Friday I receive a notification that the Debit Order was returned due to insufficient funds, leading to bank charges and R20 admin fee from Planet Fitness.

I completed my 12 days in September, thinking Im only paying the R***, Called the Call Centre today @ 08H01, 17minutes 45seconds. A total difference to the first caller. This lady was thorough and took her time to explain and counted the days attended per month. As per her knowledge my account was reviewed in August and went to 50%.

The only thing I understood with the first caller, 12 days in September, you will pay the 80%. According to the 2nd caller, she stated that my payment on the 1st of the month is paid for the current month, meaning if I pay 01 October ,I pay for October sessions.

I disagreed with her and said it makes no sense because how would you know how many sessions I'll be at the gym

Please assist to clarify