Poor service.

I have a huge problem which has now caused my case to be handed to the lawyers. I was in a bike accident in April 2015 in which i had to be rushed to the nearest hospital as i had an open wound. I was then taken to a non-network hospital as it was a emergency. I went to Discovery upon release in Sandton to look at my health plan and options. When i was there i found that they said i have an outstanding amount of roughly R6000 which is for going to a non-network hospital. I queried the matter as i had an open wound and the agent Tilly logged a case for the decision to be reviewed. I didn't receive any feedback till i went back later in the year to query a letter i had received from the Linksfield Hospital which threatened to hand me over to the lawyers. I asked the agent about the state of my case and she realised that no-one had attended to the matter and then was advised to get a letter from doctor to support my admission into hospital. I feel this is very unfair as they are able to see and collect data they need yet they send me on a ghost run whereby they can clearly see the reason for the me being admitted. I feel like this is their job and not mine as i have logged the query.