Poor service and bad attitude

My wives grandmother went into Union hospital in July for a STENT, the medical aid requested that a letter from the doctor where it was mailed by the doctor to [Email Removed] the go ahead was given, now after all this months a threatening letter was received for the account that was never paid .,my wives grandmother then phoned LIBERTY to find out whats going on ...after a few unsuccessful attempt's to contact this person in the department we got thru to her ...where the situation was explained to her ..and her response was ...WAS IT REALLY necessary for the stents ..*** ...do you employ cardiac surgeons now to answer the telephone ..this level of attitude from REVINA and in liberty is unacceptable. And for the monthly contribution's that she is making I find this pathetic ...She is now being threatened by union hospital to pay the R6000 ...or else legal action will be taken against her ...she is 80 years old ...where must she get that ..after paying for your PATHECTIC service and attitude ...your staff members do not have the knowledge to ask if a emergency procedure is really necessary.....she was to return your clients phonecall today, WE ARE STILL WAITING