Waiting 5 MONTHS to Resolve Query - Still Nothing

I logged a call to Planet Fitness Customer Service to cancel my black tag on 18 March 2015. The premium was supposed to be reduced from 01 May, but nothing happened. I phoned the Customer Service department at the end of July 2015 and queried this with Zanele Mpala, where she re-assured me that (1) the debit amount will be correct and (2) I will receive my refund with 7 to 14 working days. The debit amount was ratified with the following debit, however...still no refund. I phoned them again today and spoke to another gentleman that advised me that there is no refund logged and that my original call was logged to cancel my gym membership....not my black tag as requested in writing. I was asked to re-send my original email again today and phone back in two hours. This is not only shocking, but appalling and indeed a disgrace for customer service.