They declined to debit my account on the 30th November 2023, now I have to be penalized for this and having paid a month in advance due to this I need my money reversed by today and they wanting me to wait 21 Working days

They declined to debit my account on the 30th November 2023, now I have to be penalized for this and having paid a month in advance due to this I need my money reversed by today and they wanting me to wait 21 Working days. How is this fair? Telkom has been more of a problem having to deal with issues is really draining