No payment of newborns account

My baby is born in September 2014 and was hospitalized shortly after birth. Authorization was received from the medical aid and the hospitalization was approved, now four months afterwards the icu accounts still has not been paid. When registering my child there was twice a problem from their side why the documents could not be submitted for which i am now being penalized which is not fair! I have always received great service from this medical aid and could have happier but this is really a disappointment as service was always great.