Procedures trump Customer Service

Harassment, obduracy, and unwillingness to assist. I have the unfortunate situation where, although I am responsible for my ex-husband's monthly medical aid premiums, I am not responsible for any excess. I am constantly harassed by Ampath for these amounts not paid by medical aid. Today I spoke to Kershni (031- ***0 ***) and explained that I am not responsible to her. She said that their policy is to PRESUME the main medical aid member is the guarantor (WHETHER THIS HAS BEEN VERIFIED OR NOT!). She suggested I send a copy of the Court Order specifying that I am only responsible for the premiums. I enquired if this would ensure that I would no longer be harassed and she said that only once they had received my documentation, would (could?) she escalate this for an answer to my question. Therefore, it is entirely possible that I will go to the trouble of accessing this old document and still be *******ly harassed. She totally refused to put me through to someone who could give me a ruling before I go to this trouble. Ampath's practice of sending a separate account for each individual invoice will mean that I have to go through this inconvenient, costly and irritating exercise each time I get one of these accounts if they do not put a blanket change on all accounts for my ex-husband. I feel Ampath are using the threat of blacklisting to ********* me into just paying for these amounts. Can you prevail upon someone in authority to give me an in-principle undertaking?