Bad service

I am receiving such ill treatment from discovery medical aid. My account has been handed over, which I’m trying to investigate now with no help. I was retrenched last year November, and made aware of a payment due. When I spoke to the consultant the first time I was made aware of the amount outstanding, I had requested a payment arrangement which she said the department that deals with that would contact me. I’ve not yet received that call, I’m getting calls every week from their collector. I’ve called them now trying to escalate this to management left on hold then eventually the call is out off.