Terrible Service

Gym company has the worse processes. i upgraded my membership 2 months ago to a new package. What i was told by the administrator is that the membership that i joined over a year ago was going be cancelled because i upgraded to a new package. However the administrator did not cancel the membership so i was debited twice last month for both the new membership and the old one. PJ and gym company do not follow the right processes. So i phoned them yesterday and told what is going on and they said they going to send the form to the Ghandi square branch so that they cancel. Today i phoned again to find out how far are they with the process and yet the Ghandi square branch hasn't received the forms for the Randburg square branch. I feel like people don't follow their processes . Can Gym Company explain what is going on please.