Handed over for an account with no clear communica

I received a text message from an ITC company but the sms looked like a **** so i ignored it, but the company was persistent in sending these text messages so i figured i should call them back and find out what they want. I discovered they were acting on behalf of Discovery Health. They couldn't provide any further information and so i decided to call Discovery. I spoke to a consultant by the name Priyesh. I understand the consultant is doing his job but if anyone cares to listen to the call you will hear that he had no sympathy, he was rude and had an attitude. Anyways like i explained to the consultant i had no idea i was owing on my previous medical aid (previous because i'm still with discovery health on a new plan) as no statement, no sms and no phone call was made or sent to me. All they can say is that they sent me a letter through the post. I explained i currently do not have my new cards for my med aid so how do they suppose i received those letters? You cannot rely on one mode of communication. What if there's a break in that communication as in my case??? VERY FRUSTRATED because now i'm handed over to ITC for something i'm not aware of!!!