Pathetic Policy - Accounts Dept.

We have a credit on our account but this was omitted by Lancet when they claimed their payment for something else. I phoned the accounts dept. and the lady refused to help me as I'm only the wife of the main member and I'm not entitled to deal with the account query on his behalf. I explained to her that I do not want to take out a loan on his name but simply just want her to make a correction and re-send me the statement so that I can make a payment. It's pathetic how I'm not allowed to sort my husband's account out but Lancet will be extremely happy to accept a payment made by me, "the wife". :(