Bad Customer Service for their mistakes

I have a data contract with them. Upon entering the contract the Rep informed me that should I do a mannual payment, it must just reflect before the 15th of each month. In February I did a mannual payment which reflected on their side on the 12th. On the 17th they deducted my premium and I asked the bank to reverse it as it was not supposed to go off. I tried phoning Cust care to reverse it and they told me it could take more than 21 days to reverse thats why I called the bank, I cannot wait so long for my money back. Now they are charging me a penalty fee because I reversed it because they deducted twice and they refuse to reverse the penalty fee. After numerous emails and phonecalls I still cant get their mistake fixed. The penalty fee is more than what my monthly premium is!