Unwillingness to respond

Consultant contacted me & informed me that Lancet wants to hand me over to the lawyers. I've corrected the consultant. I'm Mrs W. Strydom and not Mr W. Strydom (after numerous call centre they still did not correct it). I informed the consultant that I did not receive a statement and asked him to confirm my email address, which he did. My child was born on the 29/12/2015, the consultant told me I am liable for the account. How can I be liable if it is part of my hospitalization. He informed me that it is pending from the medical aid. I've requested to make a payment arrangement. He said I can't. I've requested an emailed statement (with each call). Afterwards I've contacted the call centre several times & tried to make a payment arrangement. I've requested reference numbers for the calls, but the consultants informed me that there is no reference numbers for the calls.Please explain the following:Why was my title not changed on the system after several requests? Why was my email address not updated on the system (the consultant informed me that my email address wasn't correct that's why I did not receive the statement). How can I make a payment arrangement?