Netcare dont kleep to their agreement

The patient underwent an operation. The hospital agreed to write off an amount of R 6000. Now the hospital intimidates the member that they have handed her over. Here is what the medical scheme says "Account number: ***, Matter Number: NETC039308, Creditor: Netcare Pretoria East Hospital, Customer: ESTELLE VAN DER HEEVER Good evening, Andre Following feedback from the Heads of our Pre-authorisation and Hospital Audit departments, Dr. Justine Greef and Charliza Joubert, it has been confirmed that the member owes nothing to Netcare, who are still to fulfill their commitment and promise. I will not approve a write-off and allow them to evade responsibility. This matter has been escalated to the Head Office of Netcare. If our staff do not achieve the desired resolution and correction of the patient file and the referral to Fusion Credit Solutions, Dr. Kapp and I will intervene and escalate it to the highest level, potentially impacting our relationship and tariff negotiations with this provider. This issue is strictly between Netcare and Bestmed. We will keep you updated on the progress."