Horrible Cancellation Proccess and Experience

I sent a notice of cancellation over 30 working days before the cancellation date, which was ignored. I followed up and the call centre agents were rude. As per the contract I signed, the wording states that I can send a cancellation notice to which the cancellation fee will be waived:

"2.2. You can terminate this Agreement :(a) on the expiry of the Fixed Term, on written notice to us; or (b) during the Fixed Term, on 20 (twenty) Business Days' written notice to us."

I have been trying to cancel my membership for about 3 months now because the area I moved to doesn't have a Planet Fitness club. I have spoken to very condescending call centre agents who appear to not be willing to listen to anything apart from what's on their script. Instead of escalating an issue they need clarity on or don't fully agree with, they opt to be rude.

I still have not been assisted, instead they sent an email saying they couldn't reach me, when I called back the agent said he didn't know who called and he'll advise them to call me back.