Lancet has no idea what is going on in their accounts department!

When Lancet, decided, to contact me in June 2021, about an outstanding payment, from February 2021, (an account statement that was never sent to me) I immediately made a payment arrangement, by email, which was accepted. Two days later, i get a call from a Debt Collection agency to say that i was handed over. I spoke to Sizwe at Lancet who assured me that no statement was ever sent to me, but he would retract the account from the Debt Collectors as he saw the email I sent about payment arrangements. Its obviously clear, that no one in the accounts department at Lancet knows what is going on. No communication at all.