Plan change not actioned on time

I have a complaint to Lodge.

I requested a plan change to Keycare towards end of 2017 for the 2018 year but it was not actioned and no one could take accountability between our company contact person and Discovery Billing Specialist for our company.

I then had an emergency that required that I take my child to casualty and because my account was a Delta plan, I went to a Delta hospital. Now all of a sudden someone decides to do their job and change my plan to a Keycare plan and that meant that the casualty account will not be paid because I went to a Delta hospital that is not part of the network. Whose fault is it now? What choice did I have during the emergency as my plan was a Delta Plan and therefore had to go to that particular network hospital.

Now I am also getting 3 calls a day from your debt collectors for the MSA used as if I am the one that made this error. Was I not supposed to consult doctors when sick and get meds?

Can someone just explain what I am supposed to do now?