Bad services

I called last week (1/02/2020) at bellville wanting to cancel my membership and told that I should come in or call during the week and I again called today 11Feb2020 at2:55 and told to call again in 15 min since there was a problem and called in again after a few minutes at 3:25 and the was told there is no way that I could do it over the phone and this is unacceptable