TERRIBLE CUSTOMER SERVICE

I am extremely unhappy with the customer service. My baby was admitted to the NICU at birth and the hospital submitted the claim and started following up with the medical aid on the 15th of September to have the claim paid. I recently received a statement from the hospital for an amount of R27 000.00. I assured the hospital that the medical aid needs to pay this as it was an emergency for my baby to go to the NICU. The hospital followed up with the medical aid on the 16th & 27 September and then again on 10 & 17 October. I myself started following up on my side as well 18/10/2022; 19/10/2022; 20/10/2022; 21/10/2022; 28/10/2022; 31/10/2022 & 01/11/2022 and each time I get the exact same answer. "We have escalated to the team leader, the claim is still in the captured stage" When will this be resolved? When I change to a different medical aid? The hospital wants to hand me over to debt collecting Attorneys for the amount of R27 000.00. We do not have R27 000.00, that's why we pay a medical aid each month. And my baby had to be sent to NICU as an emergency at birth which means that the total amount has to be covered by the medical aid. I am so upset and frustrated.