IndiaBulls — despite having sufficient balance in my bank account, my dhani credit line loan installment is not cut and there is a charge of late payment.

I took a dhani credit line loan (₹3060) from indiabulls dhani app on 18/06/2020.

The installment of which was to start from august 2020 but the first installment (₹61) of the loan despite having sufficient balance was not deducted from my bank account and charged for late payment.

Due to fear that my cibil score is down, i made full payment with charges from the dhani app but again this month september installment was not deducted from the bank account.

Then i have emailed in customer care, customer care asked for my bank statement, i have sent, but it has been 3/4 days, till now my problem has not been resolved and no response has been received.

On playing the game in dhani app, you get dhani cash, which gets converted to real money when the installment is paid on time, but the dhani cash installment of august has expired due to the late installment.
I also want my dhani cash back.

Despite my no fault, i also want the late emi charge given in august.

I am afraid that my cibil score may go bad even though i am not at fault