Steeling patients money due to lack of service

Been struggling a month now to get a statement from Pretoria East Netcare hospital. Send numerous emails even to head office. Just get NO REPLY. They charge an upfront fee of R1100 and claim a R1000 through medical aid. Up do date they can not give a detailed statement as to why I had to pay R1100 and the claim through my medical aid. Their service is the worst ever and at this point I feel they are steeling from patients as to the reason they can not say what the R1100 was for