Bad Customer Service

I have been a member of this gym for the last for years, signed up for 1yr in my first contract with Black November special. Contract expired then did another Black Friday special for 3yr contract and even brought my daughter on board. Now during this time I have had numerous calls from Zone Fitness with new info, signing up more family members and so forth. So comes the end of my contract and apparently an SMS was sent to my phone about the expiry of my contract, which I did not see. So my account get debited with double the premium I was paying, when enquiring about it, the attitude of the staff and the service was just unacceptable...."We sent you an SMS if you didn't read it, it's not our fault and don't use us as punching bags" I was then told if I have a problem with it I can go onto their website and complain. I did this and the feedback below after speaking to nobody... According to our records your query has been successfully completed.

Query #: 430806 Query Title: [Website] I am very upset: Se**** Mia Assigned To: Marlo Keet (OM WY)

Now, all that I asked was why nobody could phone me before my contract expired like they did consistently throughout my membership and explained to me the differences in going forward. Clearly that was to much to ask for???