So frustrated

I have phoned the call centre upon 3 occasions to request that my monthly debit order be reduced as I am in the final stage of my pregnancy and instead of cancelling my gym membership I wish to have it frozen/reduced which they indicated would be reduced by 20% only starting the month of Nov. Nov, Dec and now January they have continued to debit me the full amount. I have being a loyal customer for over 8 years and have now reached the stage of complete irratation. Never mind the fact that they have the facility to request to be contacted on their site yet nobody ever does