Lancet Laboratories very un-user-friendly

Lancet laboratories never send a statement of account to the patient. They only send an SMS demanding payment of an amount for which we have no idea. I sent them an email requesting a statement. They rep**** saying "due to increased volumes in our email, our responses are delayed" and 10 days later, still no reply. I called the call centre on Fri 17th Sept, got someone called Tiisetso, who spoke very indistinctly, then when I requested an email for complaint, she put the phone down after almost 10 minutes of waiting. We always have problems with Lancet Laboratories. PLEASE SEND STATEMENTS to patients before demanding money and please use call centre staff who can be understood on the phone.