Ambulance account

I have received a sms in January to pay R1054.00 a account number a reference number and a contact number, when I called it was Netcare and they claim this money for ambulance service because we have "refused transportation" according to them. I explained that we did NOT refuse the transportation, the paramedic said that there is no use in taking my daughter to hospital as there is to many covid cases and they will just send het back home again , not telling me that in this case my medical aid will not pay the account, well after explaining that this was NOT our decision I have not heard another word from Netcare about this, so I thought it was sorted and then this morning I got a call from the debt collectors the account have being handed over, no warnings, no accounts or statements or a phone call NOTHING, how does that work really so you don't feel like arguing with patients so you just hand them over, it does NOT work like that, now I have to pay a ambulance account and extra costs for the debt collectors REALLY!!! Your customer service stink from the ambulance service to the accounts and customer services.