JustGym/Planet Fitness - Non existent customer service

I signed up for a 2 year gym membership with JustGym (Planet Fitness group) in 3 Aug 2018. According to my signed contract, the fixed term expired on 3 Aug 2020. I gave notice, via email, in July to cancel the membership and NOT continue on a month to month basis and yet my membership is still active and I am still be charged for it.

26 May 2020 - sent a membership cancellation query via the planet fitness website, to date no response, no reference number and no call back

9 Jul 2020 - sent membership cancellation notice, via email, directly to the club, to date no response, no reference number and no call back

19 Aug 2020 - sent follow up email, directly to the club, to date no response, no reference number and no call back

1 Oct 2020 - sent membership cancellation notice to customer service, via email

5 Oct 2020 - received a response and reference number from customer service, and they told me I had to pay a cancellation fee to cancel my membership

5 Oct 2020 - rep**** to customer service response, again stating I wish to cancel my contract. Asked what the settlement fee was for and why there was a settlement fee as the fixed term contract expired on 3 Aug 2020 and I had already given notice to cancel my membership in July to which I had not received any response or acknowledgement of email. To date, no response or call back from customer service

13 Oct 2020 - called the call centre to follow up on my email from 5 Oct to customer service. Again, I was told that there is a cancellation fee as my contract was extended to December 2020 to make up for the months that I was not charged during lockdown. I was not informed of the extension of my contract, nor did I agree to or sign any addendum to my original contact. The call centre agent said they would get a line manager to call me back. To date no call from the line manager or customer service.

In the interim, my account is still being debited even after I have instructed the bank to reverse the debit orders. Instead of JustGym/Planet Fitness contacting me (the customer) to resolve this issue, they just change the debit order reference on my account.

How can a contract just be extended without consent from the customer ? How can a customer be liable for payment even after cancellation notice was given ? Why is it so difficult to get any kind of response or some level of communication from JustGym/Planet Fitness ?

Anybody wanting to sign up for a gym membership with JustGym/Planet Fitness should really think twice before committing to anything. My experience in general has not been pleasant and this cancellation issue has made my opinion of them even worse.