Zone fitness is the worst and wants us to pay for their mistake

If I could give a negative rating it would be - 100. You guys are the worst ever. My 74 year grandfather nearly had a heart attack trying to resolve the mess you have created because your staff don't know what they doing. Your Branch at Campus square has very rude staff, who walks away while a client is talking to you??? That is disgusting behavior considering they were at fault and now trying to make my grandfather pay for their mistake.... He went to the gym in June 2019 and asked to cancel my sisters gym contract. They said he needs to pay the cancelation fee and then it would be processed. He paid the amount which Tiffany accepted. My sister then started getting calls in September 2019 saying she owns money we started querying this and it was said that the "fee" paid wasn't the cancelation fee at all, however when the payment was made it was advised that it was the cancelation fee. This has been going back and forth between the lawyers and the gym. The lawyers says speak to the gym and when we go there they say speak to the lawyer. In December 2020 they finally asked if we have a blue form that shows the cancelation request. This was presented to them and they said they would now be able to finalize everything and send it to head office for investigation as the form we have is in deed the cancelation request. Now in January 2021 we still getting calls from a lawyer saying we still owe money. My grandfather went there again today and they still not helpful at all saying they want him to pay and to again call the lawyers to make a payment arrangement. When asked if my grandfather was advised that he wasn't paying the actual cancelation fee it was said no. We then asked whose fault that was they said they don't know.... If I am told I need to pay X amount as the cancelation fee and I pay it it means that the cancelation should then be processed. If the company fails to do so then it means any costs that accumulated is at the companies account and not the clients because the client was not informed at the time of payment that that was not the cancelation fee... Zone fitness is the worst and just wants us to pay for their mistake.