Hidden Levy costs and cancellation issues

The wife and i joined Planet Fitness in August 2019. There were continuous problems with the wife's account in being "activated" the planet fitness staff had to assist her manually for over a month to gain access each time she visited. Dec 2019 we noticed a double deduction on our account, when queried it was explained that it was a levy that was charged once per year for maintenance, this levy clause was not explained to us when we joined. with the covid lockdown period which lasted for about 4 months for level 5 no payments were deducted by Planet Fitness which makes sense as no one was able to go to the gym. this meant that our 12 month contract was effectively extended by 4 months. During August 2019 we sent through a cancellation for both contracts, we were told we could only cancel online as there was no assistance at the actual gym's for this. we never received any feedback from Planet Fitness for these cancellations, in Dec 2020 another double deduction or levy went through for both our memberships, this issue is, we were charged levies twice in the same "contract" year? we've been battling to cancel these contracts as you can't physically go in and get it done and online its an absolute joke to get any assistance. each time we've phoned to explain the above and to cancel the contracts we get told someone will phone us back, they never do!!