Lancet decline in level of care

At 11:30 I am still waiting for lancet agents to assist my patient pay her cashk account so she can have her blood results which were collected from my practice last night at 18:30. I have contacted them since morning. They all keep saying “sorry about that Dr”.. the line that makes everything worse because it actually means we won’t do anything about it. I’m worried about the decline in lancet standard of service. I have been asking for payment options for cash paying patients.