Unacceptable Customer Service

<p>We have an account with Vitalaire, we have been a customer for last few years, our account is paid successfully every month, however, last Friday my mom receives an sms that we are being handed over for collections to an attorney, this obviously upsetted us because we are never late or delayed with any of our payments. I managed to log into to my medical aid account and pull out statments and every month, it shows successfull payments. My dad contacted Discovery yesterday, only to find out that there was an error on Vitalaire's side, this is what frustrates me, firstly, before handing us over for collection, we have never received any correspondence to state that the account is overdue, yet they have access to our email and contact details, secondly, what type of service is Vitalaire providing us, thirdly, my mom's machines needs to be looked at, nobody ever bothers to service the machine unless i complain about this, a gentleman came home at the beginning of the year and promised to come back again for a follow up, this was not done.</p> <p>I would like to state that oxygen is vital to live! Without this, how can a person carryon with their life, this does not seem to bother Vitalaire. The excuse of short staff has to stop, that is not a customers problem, you are a well recognised service provider and should make means n ways to resolve this situation. Furthermore, please educate medical aids regarding and your other branches regarding your contact details, i asked the agent for Durban contact number, he was extremly slow and didnt seem to know!</p> <p>I would appreciate it Vitalaire contact me URGENTLY regarding the account (an apology is not acceptable and this is not going to make me feel any better) as well as the machine we have at home.</p>