Cancellation

On the 14the of April 2025 i spoke to one of your agents at gym company for a cancelation and i was adviced to log a cancel via their app on line which i did and i received an email with cancelation form which i was asked to complete and send back to them. I completed the cancelation form on 16-04-2025 and send it back to them and didn't received any response. I did follow ups via email and chatting with agents online with no response. Now that its the 3red month of serving cancelation notice am told that cancelations are not done online. Why was i misinformed. I need that cancelation proccesed and am not willing go pay any more money as i have served my notice.