Lack of Empathy

I received the worst service ever from a lady by the name of Selaelo Ngobeni. In her email I quote “ she told me that it was my responsibility” my responsibility had the hospital account been sent to me prior to being sent to the lawyers.I explained too her that I was not made aware of this prior to receiving the text messages that I had been handed over, even after receiving those sms I contacted the company and asked for the account in question which I never received up until today. So i need to suffer because someone didn’t do their job, I need records of where this statement was sent cause I clearly didn’t get it. I got to say the lady who is dealing with my case lacks empathy and sympathy for clients. Honestly proper customer service training should be provided to her cause wow the service I have received from her is uncalled for.