Appalling service

I have been using paycity for a while to pay my traffic fines and I was impressed with the app until recently. I used the service yet again to renew my license disk which expired last year November. I paid R492 for the license fee and R99 for the convenience. All of this was done within the grace period before the 21st of December. I received confirmation on the 14 December that my application was submitted for processing at the department. Towards the end of December I called to follow up and I was told there was a 3 day delay in Cape Town but the disk would be delivered soon. The disk has still not been delivered and when I checked the app on Tuesday, I was charged an additional fee of R42 labeled "late department penalty". I called to query this because I do not understand how I am being charged a late penalty fee when I made payment within the grace period and received confirmation that everything was in order. This was supposed to have been escalated to the accounts department and feedback given but I'm yet to be given such feedback since I called on Tuesday morning. The level of incompetence and lack of communication I have received from this company is appalling to say the least.