Ampath not replying

Ampath does not respond to emails when one trying to make payment arrangments. I am being trying since 2 Jan 2020 up and till today just to receive a debt collector letter.Ampath never sends the patient the statement if the medical aid did not pay.Instead it is easier for them to just ignore you and shuuff it of to lawyers/debt collector.I have sent them today another email and really wanting them to resond