Life Groenkloof handed me over for an account I was never even sent

I visited Life Groenkloof Hospital's emergency room on 18 December 2017 for dehydration and nausea. I was there for a few hours - received intravenous treatment, some blood-work was done and after the results cleared me I was discharged with a script for medication. Upon arrival I filled out one form with all my correct details and they also made a copy of my ID. The doctors treated me very well. My problem is with the accounts department and admin. Since I have medical aid I did not pay anything on the date. In due time I received two separate accounts via email - one for the pathologists and one for the emergency room doctors, both of whom were paid short by the medical aid so these accounts were settled by myself with no problem. The amounts were R1832.40 for pathology and a short payment of R473.52 for the doctors - which included after hours treatment fee, consultation fee, admin fees and all the materials and medicine used. That was the last time I've visited that hospital and I thought my debt with them was settled since I received no further communication.

In September 2019 I receive an SMS that I am being handed over by this hospital for an amount of R1055.40 - an amount I don't recognize. I Phone the company I am handed over to - requesting a detailed account statement. They inform me that they will need to request it from the hospital which could take up to 2 weeks. I therefore contact the hospital myself.

On the phone to the finance department I am told yes, I have a third amount due of R1055.40 that was never paid. Apparently this amount is for 'Procedure room emergency' and is apparently separate from the payment for the emergency room doctors. When I asked to confirm my email address with them they had the incorrect spelling of my email address - derived from their incorrect spelling of my name. This is ridiculous to me as I fill in a form where I obviously spelled my name and email address correctly and they had my ID where my name is spelled correctly. Setting aside the *********** spelling s****s of admin - this resulted in me never receiving the account. The man on the phone claimed that they did send ONE SMS asking for payment which I cannot find on my phone and it is quite possible it went directly to spam. But regardless, is one SMS sufficient before handing someone over? They had my correct cellphone number and once they realized that they received no response from me via email - they could have phoned me and I would have told them that I never received the email. To add insult to injury - after I confronted the finance department man on the phone with why I was handed over after ONE SMS and not even a phone call (the man is named Regan Daries) he said that they feel it is my responsibility to know that my savings of my medical aid was depleted. First of all - that does not absolve you from your responsibility to send me an account to the correct email address and try to phone me at least. An second of all - my medical aid at the time (BONITAS) did not just consist of a savings account. It often paid for services and materials from separate accounts which included benefits such as pathology etc. How was I, the client, supposed to know that three separate charges would be made for one visit to the emergency room? Especially considering when you visit the hospital signing forms, you are there because you are not feeling well and in pain. I was doubled over from stomach pain so I was not in any condition to read all terms and conditions on the forms I filled out. I trusted that should the hospital not receive payment from the medical aid they would contact me.

Honestly this is very lazy admin on the part of the hospital and instead of apologizing for their mistake they simply tell me I have to pay the amount. I then ask for a detailed account statement so I can see what this third amount is for - and I receive the most unprofessional statement. My name is spelled incorrectly on the statement and the only details given about the charge is 'Procedure Room emergency'. This does not explain what the third charge is actually for?

I can accept that there could be another outstanding account which I will gladly settle when I receive the detailed information on the account I am entitled to. i would also like to hospital to acknowledge that sending the account to the incorrect email address, and only sending ONE SMS is not the correct way of handling things before handing someone over.

I respect the doctors who treated me and I appreciate the great care I was given. But your finance department is very disappointing.