Worst Customer service

<p> Good day </p> <p>We just had the worst customer service from Torga Optical in Ballito. My mom got her eyes tested in December at Torga Optical Ballito where the medical aid was supposed to pay R1860 as per approval and my mom the difference. She paid the difference and got her glasses. 9 Months later she got a phone call from Torga Optical stating that the medical aid didn't pay their portion. Upon investigation the medical aid found that Torga Optical Ballito never submitted the claim and that was why it was never paid. We quieried the process where upon we got told that if we do not pay the outstanding amount it will be given over to the lawyers. I phoned the medical aid today where they have confirmed that it is the responsibility of the branch to submit and follow up by sending out accounts just as it is the customers responsibility to check their medical aid statements. Now my question is it took them 9 months to figure out that the medical aid did not pay without sending any accounts statements and then still get treated like a ********. They were incompatent in the first place as they did not even submit it to the medical aid so why get approval in the first place if they aren't going to submit. We paid the outstanding amount but they have lost now a customer that delt with them for the last 15 years. </p>