Account payment

I gave birth in May 2020 and my daughter’s first pediatrician visit has not been settled by the medical aid. After calling numerous times their consultants tell us that the system is faulty and didn’t pick it up and that they’ll have to do a force payment. To this date they’ve been saying the same thing and now we will be handed over to debt collectors by the hospital. Why am I paying for something I cannot benefit from? Mind that they said the benefit is mandatory since its a new born, now this!