Planet Fitness review: Late fees

Keep getting charged late fees on my visa. I have been a member for 9 years and I always pay my bills. They have my checking and visa info and have auto pay so how can I be late. The Manager is very rude and only thing she offered was 3 months free and that will not cover false late fees. I have spoken with Rockel Vasquez at abc financial and she told me I would get reimbursed a month ago but the gym will not cooperate with me. Please help very frustrated.