Issues with EOS Fitness Membership and Billing

I need some help with my situation. I originally joined this EOS Fitness at the beginning of 2024 while living in a different state. Later that same year, I moved to another state and was fortunate to have another EOS location nearby.

In January 2025, my spouse decided to join EOS, and we switched to a family plan membership. The representative who helped us told me that my original membership would be canceled automatically and that I wouldn’t need to do anything else.

Now, at the end of 2025, I reviewed my credit card statements for the year and discovered that EOS has been charging me for both my original membership and the family plan. I went to my local gym to resolve the issue, and after about 20 minutes, the representative said he needed to escalate the matter and would follow up.

Because this was happening during the holidays, I wasn’t able to follow up until a week later. Since I was at work, I called the gym, and I was told that the decision was to reimburse only six months and that my original membership still hasn’t been canceled. The representative did not provide any names but claimed the decision came from a district manager. I asked for the manager’s name and a case or file number, but nothing was provided.

At this point, I’m frustrated and honestly feel like I can’t trust EOS anymore. As of now, I haven’t accepted the six month reimbursement because I want to know if anything can be done to recover the full amount from that membership. Here are my questions:

• Has anyone else experienced something similar?
• Based on this situation, would I be able to file a complaint with a local or government agency? And would it be worth it?
• Has anyone contacted their bank to report the charges as unauthorized? Would that even work in this situation?
• Are there any other ideas that might work in this situation?