Bad customer service

I joined the Planet Fitness early in 2020 but earlier in January 2021 i asked to cancel my membership due to the fact that im leaving Randfontein and there's no gym where I was going but the refused to cancel it.

I accepted and continued to pay my membership for five months without attending, later in May i started attending. on the 04 June 2021 at 17H54 i was refused access to the gym

The reason is that i didnt have the access tag, the tone she used was so unprofessional. I wonder what happened to taking customers needs seriously. What i don't understand is if I can pay my subscription for 5 months without attending surely i can be given access without a tag since they can authenticate me.