Rude and unhelpful - Lancet

My mum was in hospital a couple months back and has medical aid. Lancet has done tests, however there were some issues regarding the payments. My mum did give authorization to third party and told them her sister will be dealing with her accounts and details. Please keep in mind my mother is currently on oxygen and cannot be off it. My aunt contacted them on Monday the 11th of December 2023 in regards to my mother's accounts and the individual she spoke to gave my aunt a very difficult time she insisted to speak to my mum and made my mother get off the oxygen to come and confirm details by the time my mum got back on her oxygen she was already winded. The individual in question still refused to assist and give the information and cut the call on my aunt.