PaySense — Unnecessary penalty charges

I have paid all the emis on time even when the nach was not working which is your issue and also even after paying all the unnecessary charges my m still getting charged penalty and my loan tenure is 12months in which all of 12emi's are paid and updated in app as well then why am I getting charged with penalty. I need the loan closure this will effect my credit score and I have been asking for a call back from past 7+days and yet I haven't received a single call. I NEED THIS ISSUE TO BE FIXED AND I NEED A CALL BACK ASAP