Being penalized for cancelation process that was not followed by their employee

I spoke to one of the Gym company consultant by the name of Matilda she works at Tshwane Mall in July to cancel my membership and I was told I must give 3 months notice, which I felt it's unfair as I stop going to the gym because of a medical condition. Then I agreed to their noticed and paid July, August and September was supposed to be my last installment and I didn't pay on the arranged date then a consultant called me and I made arrangements. Then I asked her to confirm if this payment will be my last installment as per the cancelation policy Then she said there's no notice for cancelation and then she went on to say I was supposed to sign a cancelation form which it wasn't provided to me then I didn't pay as I wanted this to be resolved. Yesterday I received an email indicating that I owe R5978 then I called and spoke to Matilda again who then said it was a mistake my arrears are R597.

She also confirmed that there is no cancelation notice on the system and my account was handed over to another consultant to work on it who was supposed to provide me with a cancelation form so after I indicated that I'm not gonna pay R5987 she then said I must pay R1791 which I still disputed and she said it's my fault that I didn't sign the cancelation form.

I don't know their working process as I'm not working for GYM company and I believe it is the consultants responsibility to explain the cancelation process so I don't understand why am I being penalized where else their employees failed to do their job.