Bad Customer Service from Accounts Department

I would like to express our disappointment in Lancet Laboratories Accounts Department with regards to communication and documentation on outstanding accounts.

On or about the end of September 2018, early October 2018 we received a text message (sms) notification of outstanding amount of R***.**. We phoned the Lancet accounts department and requested invoices for the outstanding amounts. On 3 October 2018 we received a statement via email for account of 30th Aug'18 and for account of 22nd Sep'18 and determined that the Medical Aid paid a portion thereof. We then sent an email on the 4th October 2018 and again on the 9th October 2018 requested a revised account based on the payment made by the Medical Aid. On the 15th October 2018 we received another statement for the now revised account which showed an amount outstanding of R***.**. Payment was made on the 18th October 2018 and proof sent on 22nd October 2018. Not once was an invoice account received without us making a request or query to Lancet.

On or about the 15th January 2019 (please note this is almost three months later) we received another sms for account of R ***.** (account for 30th Aug'18) to be paid. Seeing that this did not make sense as we already settled the account for 30 August 2018 and again still need an invoice before making any payments, we again requested an invoice on the 16th January 2019 via telephone to the call centre and the accounts department said that this was still outstanding on the 30 Aug'18 account and will email the invoice/statement to us. No invoice was received nor is any phone call returned from Lancet, to explain why there now another outstanding amount on an account that was already settled three months ago!

On the 13th February 2019 we received a sms that the account was handed over to ITC and only then also on the 13th February 2019 a statement was sent to us! We by now made a payment without an invoice or explanation from Lancet. Since dealing with Lancet we always followed up and never received one account without having to ask or query from our side. Now without any explanation, phone call or email from Lancet yet again, the account is handed over to ITC. We still do not know how after three months why there is al of the sudden an outstanding amount on an account that was already settled in October 2018 and now handed over.

We are very disappointed with the way Lancet handles customers, queries and concerns on accounts.