Penalty fee

Today I called your call centre querying my statement. I wanted to know why I should be paying R319 instead of R219. They advise me that my debit order returned back unpaid for February which I am aware of. I made arrangements for this to be resubmitted and the amount was debited on the 05 March 2020. I spoke to a consultant by the name of Yvonne and she advised me that I need to pay a penalty fee of R100, 88. I then requested to speak to a senior and she transferred me to a teamleader called Sylvia. I requested for either a telephonic call or a contract which was signed by myself to show that I was advised of a penalty fee of such a large amount for such a small debit order. They then forwarded my call to sales so that I can get a clause which is stipulated in the T&C's of this penalty fee, I then got through to Mpho who then transferred me to a number *** and I did not get hold of anyone. Can I please have a signed contract or telephonic call whereby I was advised of this penalty amount? I would like to speak to a Senior please. This is a ridiculous penalty fee