Lack of communication

I've been happy with the service received from Affinity Health up until today. On visiting my GP I was presented with an unpaid bill.. Unpaid due to no authorisation obtained. I was never made aware of that I needed to obtain authorization and was told by the receptionist at the GP no email, sms, or written communication was sent out and I made mention of this when contacting the call cnt in Dec 2020 (to two different people I dealt with) when my email address was added to their database. No communication was received Affinity Health to myself as their client informing me that they would not settle the account. A lady by the name of Lerato informs me that communication of the new process was sent to an email address that hasn't existed for over 2 years and the fact that they sent an email to a nonexistent account still makes me liable. I do not see the logic in that but this young lady did. I requested to speak to a senior at around 13:14 on the 9th of March and was told that there are no seniors available (in a call center?!?!?). I have received calls from Affinity asking about their service and about new products but they could not communicate a change in their process not via a phone call sms or formal letter.

As mentioned I had little to complain about until now. Extremely disappointed!!!!