NO STATEMENTS RECEIVED

I visited Dr Khumalo's Surgery in Windsor East on 24th June 2014. His Medical Practice was displaying a Care cross insignia both on the building and main entrance. I was then on discovery medical aid and had used his services before. Almost a year later, I got a call from ITC Administrators , to be precise on the 22 April 2015 saying I have been handed over for none payment. My ref was V*** AND THE CALLER WAS CAYLIN. I asked her about the process of handing someone over because I have now changed medical aid, its almost a year and no one has contacted me despite having my e mailing address, cell number and postal address, I haven't received statemts and I now cant go back and query with the medical aid. She promised to get the statements , letters of demand and e mail them to me. Nothing happened, two weeks later I followed up and was told to wait. Today I got a call where I was abused for not being reasonable etc . I later called back and spoke to a Team Leader by the name of Chad. Is this the way to go. is this the right procedure of handing a client over. Why am I being victimized when the open window to query with medical aid has been closed.