Horrible account management

Statement was never received by Medical Aid. After numerous emails I was repeatedly assured that statements issued was only for my notice since the amount was due by the medical aid. After four months it becomes a stale claim with the medical aid and I have to pay it even though there were funds available with the medical aid. Email with an arrangement to pay off the account, it was not accepted. Now I have to face legal action although I made every payment as per agreement.