Dr Kalim Delaying to send statement

My appointment with Dr Kalim was on the 03/01/2022, my medical aid made a payment and sent me the statement, but Dr Kalim has been delaying to send me the statement since...when I calling in her office they don't even ask my name & surname or verify any security check question I don't how do they know which client the are speaking to, they just say "we haven't received the statement from Bankmed" but bankmed says statement was sent to Dr Kalim..