Bad service

My mother have a chronic disease. She was admitted at the hospitals where they outsourced her blood tests to a laboratory in centurion. Now all hospital claims were paid except the blood samples outsourced to the laboratory. i have contacted the laboratory and the Lady by the name of Shila helped me find the Authorisation numbers and claim statement which she did sent to spectra-med on the 23 December 2014. I called spectra-med almost twice every week to get answers from them but they keep on asking me the new information every-time. now i don't event know if these guys lock their last conversations with their clients. I have also informed them that my mother's credit report is badly affected and they are threatening to blacklist her.