Nobroker Technologies Solutions Private Limited - Collected charges towards service but no service provided

I had paid rent of ***** + *% charge of Rs. ***. Once transaction was made like every other month. They sent communication that the same is suspicious and demanded tenancy agreement failing to provide the same would attract *% charges over and avoid *% already paid to them. I am facing loss of Rs. **** and even after that they are cancelling transaction and refund balance amount held to bank.
I have a simple question who has authorized Nobroker to take law in hand and penalize a customer for what ever reason?
How can they collect fees/charges without providing a service?