Inability to communicate

My son was retrenched after he took out a contract with Planet Fitness. From June 2017 I have, without any success attempted to contact them. The time a valid e-mail address was provided to me, no confirmation or any feedback was received. Their email address for customer service on the website does not work. Eventually got hold of call centre explaining situation. They are adamant that a cancellation fee be paid or handed over to legal. How can someone without income pay anything. They do make exceptions in the case of death however.. why not in the case where someone is jobless?