Pathcare accounts department

Received an e-mail this morning that i have an outstanding balance since 12.08.2020. this is the 1st correspondence I received from Pathcare as the patient was my spouse. now this afternoon i received an sms that my account is flagged for handover. My first question is why you e-mail me and sms me 2 x today but not i the past not even a phonecall or sms previously .Pathcare how is your collecting process structure? I can tell you no happiness here i'm very disgusted with your accounts departments and would love to see the notes on my file that lead to the handover instructions.