Money due to me not paid

Due to the lockdown my premiums were frozen over the period. As soon as the gym's were open the debit orders resumed without any notifications, no email was received or SMS. Call centre denied this but everyone was complaining all over social media. Anyhow, I froze my premiums up until the end of December due to high risk and not able to go to the gym for health reasons. Spoke to Cindy who confirmed that is fine. Next month I was debited again, apparently a precentage of the premium needs to be paid over but this wasn't explained to me on the call. When I called to query this I was told that they will send the voice log to my gym to retreive. I heard nothing further, I called back after 2 weeks and spoke to Rashida, she then confirmed that yes a percentage needs to be paid over however, Cindy did not tell me this so they will prrocess the refund as well as the amount that I was charged for the first debit that bounced. I was asked by Rashida to send my statements to her team leader Ronel, which I did and to date have not received an email of acknowledgemement.

I have been calling the call centre and they make me hold on for over 20 minutes each time and no one comes back resulting in me putting the phone down.

I want my money back that is owed to me and I want my membership cancelled.

I was a member of Planet Fitness for over 10 years and not one day did I experience bad service like this. Pity they closed down in my area.