Poor service

I always use lancet for all my blood tests, I had some bloods done in October and was recently made aware that I owe an amount and contacted the call center to check why because I have funds available I needed something as simple as a statement to do a claim so I called they say accounts department is closed and that they will be back 2 January 2025 now I need to submit this claim before the years ends the consultant insists I send an email to the department but it's closed my response will be dealt with next year I called an actual branch they say I need to come in where as they can just email the document as they are able to give it to me if I go there now I'm not on any leave so I don't have the time to get there I'm getting calls and sms's every day about owing them I want to sort this out but nobody assists me and I'm not supposed to be owing in the first place this is really frustrating