accounts service unacceptable

Love the Dr's and Dentist service, unfortunately when it comes to paying out standing amounts, assistance is not given, after receiving an outstanding amount to be paid I went and checked what my medical aid paid for, I realized the amounts do not add up, a very friendly staff member told me once the right person to assist is available on Monday, they will contact my medical aid and give me a call with feed back to explain what is happening, this was not done, instead I receive an email with the statement of the same amount that is not correct, I asked that this be sorted out and that they contact the medical aid, I kept receiving an answer of "I do not know" already unacceptable, I requested to be pointed to someone who can assist but instead was sent an extremely unprofessional email that is very rude and you guessed it!, unhelpful, after talking to my medical aid I was told I am not suppose to contact them but Health Worx has to, as I asked them to do from the start, after they already said without having to ask, they will contact the medical aid, now having to take time out of my busy week to do their job for them, is extremely bad service.