Review Disappointed With PF

In January 2021 I canceled my daughter's membership at Fourways Planet Fitness, and stopped the debit order. My daughter wants to rejoin the gym, and we are told there is an amount of R2000 outstanding on the account. You can imagine my horror when hearing this. The call center agents are not interested in trying to assist, all they say is there is nothing they can do, I must just pay.
Why must I pay for a membership that was never used, and that a termination letter was handed in at the branch.
Very disappointing.
When you ask to speak to a manager you are told they either busy or unavailable.????????