Unfair practice

I feel aggrieved with the way the hospital handled the matter of unpaid funds from my medical aid.. On the 19th November 2021 I was bumped at the back by another vehicle and my kids weren't taking the accident very well. Then paramedics arrived and took my kids to Botshelong Hospital in Vosloorus and they were checked or treated at Casualty and all was well... Mid December I have received a call from Botshelong Hospital informing me that my Medical Aid didn't have enough funds for 2 dependents and I must pay the outstanding balance... I didn't have a problem with paying the outstanding amount and I promised to make a payment end of January 2022... So, it happened that I feel sick in January and completely forgot about the payment arrangement, NOW its February already and my account has been handed over to debt collectors... No follow up was made by Botshelong hospital at all... Is this how things should be done?