PaySense — Payment not updated since 20 days

Hi team,
I have paid my overdue charges via phone pe upi gateway. Amount is debited on 1st september 2021 from my bank account. But paysense failed to adjust that amount against my loan overdue EMI. I have contacted paysense customer care people they always we are investigating the thing but not able to find anything we are escalated to the concerned department but till date I didn't got any solution. one of their executives says payment failed but another executive says you will get refund. They are taking penalty charges every day also put penalty of 590/- against NACH delayed but on 5th September MY NACH debited successfully.
Please help me in this situation.

Earlier same company deducted EMI against a Pre-closed loan and after so many complaints they refund the amount. Now same thing is happening they don't find transaction take penalty then will refund money after 3 months.

But this time I will not pay any penalty also if they don't refund amount will not pay any loan EMI also in the future.