Terrible customer experience - cancellation of contract.

I really enjoy their space, classes, instructors, etc, however, I can't afford them anymore after I lost my job last year. Even though I did not have an income any longer I continued to pay them each month without fail. After I used up all of my savings to pay people, I requested Planet Fitness to please cancel my contract. My contract expires in September, November, December, who knows because every person I speak to has a different answer. They refuse to cancel my contract even though I can't pay for it and not because I don't want to but because we are going through a pandemic and everything just came crashing down. They want me to pay something like R2500.00 to cancel. What don't they understand? Still waiting for feedback. I am very disappointed and saddened.