Hello my name is ***** ***** I will help you with this.
Do the terms and conditions of the loan, say they can fine you please?
You could argue that the terms are unfair. As such this is because it was not your fault, you should not be punished for something which is someone else's fault.
So no you do not have to pay:
1) Its not your fault
2) The terms are unfair
Can I clarify anything for you about this today please?
indeed. But they can not fine you as this was someone else's fault.
Does that clairfy?