Telkom - unfair penalty fee and late deductions

Telkom is always late with debiting my account as such I'm being charged a penalty fee as they claim there was nooney in my account . A bank statement has been send through to them as proof . Up till now there has still been no deduction for the month of March and they cannot give me any feedback . None of the consultants can give me any information regarding my account. I refuse to pay a penalty fee if Telkom is always late with their deductions