20 months later & hospital account still in arrers

I gave birth 20months ago and was told that Essential Med would pay R25000.00 towards the hospital bill for my maternity benefit. To my amazement, I get an sms from the hospital a few months after giving birth stating that the accounts hasn't been paid. And I make this known to Essential med and I assumed that they had sorted the issue out. Now 20 months later I receive a letter from the hospital stating that the account is still in arrears. 20 months later?!! Really? What kind of customer service is this?! Unfortunately this is not the first time that this company has not kept its word. The unlucky thing for me is that I hardly get sick or use this medical scheme but each time that I have tried to use it I am met with the most annoying difficulties and with *********** people when calling their call center. I wish they took more time to under promise and over perform but with them it's the exact opposite. They over promise and promise and 20 months later I, the customer is left to deal with the hassle of hospitals which haven't been paid. I am disgusted and very disappointed in the way they have handled this matter.