Ampath patient portal is a sham

Before I made use of Ampath laboratories for tests, I made sure that the results will actually be released to me (the client, who pays Ampath for the tests). When I registered on Ampath's client portal they promised that results will be released there 48 hours after it has been released to the doctor. It is now 20 days after the doctor has received results. After 5 emails and 4 phone calls - my results are still not available on the patient portal. Ampath client services recon that I should go to their laboratory (very inconvenient) with my ID to personally ask for a copy of my results - this is not what has been promised when I registered on their patient portal. They expect me to pay R1200 for a service that they have not actually delivered to me.