Unpaid account

My spouse had a bariatric bypass on the 12 th of Ocktober 2016.Gems exgratia department sent us an approval letter for above without any allowcated ammounts.A month after the operation they sent me an account of over R20 000 that I have to pay.I sent various emails to GEMS medical aid .Absolutely no response on requested info from them.This are a pathetic situation and poor customer service.Matter of the fact I received a letter from the balju today for attachment of movable goods.Their service in this regard is unacceptable and poor.