GEMS does not read emails

With reference to my review 12/09 and again on 17/09. I have on several occasions advised GEMS that we do not have proof of payment for this account as it HAS NOT BEEN PAID, therefore we lodged the ex-gratia claim but now once again the matter has been closed due to us not being in a position to provide proof of payment, This account is +R9000 - we are not in a financial position to pay this. I am assisting my mom financially already. Her co-payment on her psychiatric meds are +R600 a month. Not one phone call to discuss this, just merely a letter advising that this has been closed due to no proof received. PLEASE read the emails. Are one of the condition to submit an ex-gratia claim that the account must be paid?