Unprofessional customer service

I was handed over to attorneys while trying to understand why do I have to pay additional money after terminating my subscription with Medihelp. I made attempts, written emails to Romila Naidoo since September 2019 which she only rep**** on November 26 with a letter dated 01 November that I have to make payment arrangements. I rep**** to her immediately confirming I’ll be making payment. Payment was done on December 28th as per the last statement including interest from September excluding legal fees. The attorneys are demanding the legal fees which I don’t think I am liable for, I have once again sent emails to Romila Naidoo to sort out the matter with their attorneys, still no reply from her. On what grounds was I handed over after numerous attempts to get feedback from Medihelp?