Rbl - Taken more penalty against my card

From Last * months i will pay minimum amount of card..but still showing minus amount.. already i intimate Rbl customer service..why I can't pay the bill within time.because Last * months i am in medical emergencies.recently i will pay *****..it will consider penalty... previous months also i will ***** that will also penalty.how can survive middle class person this much of penalty.my credit limit is *****..there taken penalty from my side *****..i will ask atleast some minimum amount return..they will consider still penalty... please understand my concern