Motivation/Report

My mom was admitted in Hospital last month. She had an operation and then Lancet conducted some tests. I got an invoice from the medical aid with an outstanding amount. The reason for the outstanding amount was that they needed a motivation. I spoke to the Dr and he said that the report has to be done by Lancet because they conducted the test and they only know the reasons as to why there tests were done more than 6 times on the same visit which was the reason for the motivation. I informed Lancet and the lady I spoke to said she will put in a request for the report. Today I call to follow up only to be told that I need to go back to the Dr who said it's not his duty to furnish the report Lancet has to do it. I'm frustrated because I want to put this matter to rest. Why the hell am I not getting the report from people who ran the tests why is it so difficult. I find this totally unacceptable that I have to run around like a headless chicken. I plan on escalating this further because I need a resolution as soon as possible.