NO PAYSLIPS FOR PEOPLE OVER 80!

My father (88) has been trying to get a copy payslip since 2018. He is able to see very well - so my mother (82) assists him. Apparently on their payslip system there is a problem because on the e-mail they receive it gives two options to view the payslip, but both options will not allow access. i have sent some e-mails to Kelebogile Mosieleng l CIC Consultant l Retail Client Investment Administration l FINANCIAL SERVICES - but this person inspects my e-mails for mistakes, and then only answers on these mistakes. It is not helping my parents at all. They need a payslip for their retirement village, otherwise we would have ignored the situation - it is really getting desperate now. We dont know what else to do. We have been to the Sandton offices - spent hours (and money) on the phone to try and sort it out, and sent e-mails to a very unhelpful person. Please can someone at Alexander Forbes HELP!!!!!