Dissappointed

I am exstremelydissapointed in your serviced.. i have provided all documentation for inibilty to earn income and u have been paying the installments on the 2 personal loans, what i fail to understand is why u charge for unpaid fees on these loans if u are paying them.. i want all the fees re-imburst or i will take this further to the ombudsman cause all docs where provided in advance and payments should be made on my debit order date yet u charge my for it