Penalty Charges to cancel Elevate

I was on the phone with a consultant from Platnet Fitness to:

1. Confirm if my membership was upgraded 2. Cancel Elevate as it doesn't make sense for me to be on a national package and still be on the latter programme.

Although confirmation was given about my membership status, I have an issue with being charged a penalty fee to cancel Elevate. I do not think this is fair business practice as this was not discussed with me.

Please can this be rectified