********* and lying agents

The worst experience with lying call centre agents. Cancelled my gym membership via the app as all the call centres were closed during covid 19. Cancelled in May as I never visited a gym this year. A full premium went off my account in September. When I finally got hold of an agent after numerous phone calls (was informed the one day that the system was off line and I could not be assisted that day), he point out **** to me saying he will date my cancellation in May and request a refund for the funds taken in September. Just to be told today that they will not be able to do it as they only received a mail in September (that was the 3rd message sent to them cancelling my membership). Do the agents get training in lying and deceiving. All calls are recorded. I think they should get back to that recording and listen to it.