UNPAID CLAIMS

My GP referred us to do bloods for my daughter at Lancet in July last year. When the consultant at the lab punched in the tariff codes, it was accepted by essential med. A full year later I was advised the claim was not paid. I have email Shanet Smith the statement from Lancet 3 weeks ago. I keep up following up and since no feedback. Just a simple reply to my email , where is the customer service?? Can someone please assist me!!!!!! Highly frustrated,,,,