Penalties imp**** without notice and lack of communication

I made a purchase on payflex, for which one of the payments were supposed to go down on the 20th of October. I did not receive any communication that it did not go through on the 20th, and only received communication on the 21st that a penalty fee of R95 had been added. I immediately logged a ticket and requested for a manager to contact me, although my request had been ignored. Today, 27 October, I get a further communication that I need to pay an additional penalty of R95. Why is the communication so poor on this? I never received communication in the first place to settle this manually, otherwise I would have gladly done so on the due date.