Bad service from Bonitas

My 2 children were hospitalised in September 2017. They came in one after the other. Their pediatrician requested certain tests from Lancet lab to be done on them whilst in hospital. Those claims were not paid until I followed up with Bonitas to find out what was the problem. They then told me I need to get the pathology request notes from Lancet which I did and sent to the pathology department on the 22nd of November. They only paid an amount of R1746.70 for one child but did not pay for the other without any explanation to me. I followed up on Facebook via their page and I got no response in this regard. I have written a number of emails and I get no response whatsoever. I phone and I get told they will investigate. My last phone call with them they indicate they received both pathology notes and do not understand why only 1 claim was paid and the other was not when both claims were the exact code. Lancet has now handed over my account to their collection agency to recover from me. I do not have the funds for this and I do not believe that I should pay due to the incompetence of Bonitas staff. I am going to approach the medical council for them to resolve because Bonitas does not see the need to assist or contact me or inform me why they have not paid the outstanding claim.