PaySense — EMI not deducted

Money is available on my account and due date was 5th May but the EMI is not deducted from my account..contacted customer care multiple times but they use same repeated script which does not help. I am getting defaulter notice and now I was charges late fee of 590. Why should I pay late fee when this is not my fault. I requested call back but they just sending me emails with same scripts.I dnt know now whom to contact.atleast someone call me for follow up abt my loan.This is not their responsibility???