Buying a tv online for a 73 year old pensioner

I placed an order on Friday, August 30th for a TV for my 73-year-old grandmother, who is a pensioner and unable to order online. When placing the order, it asked for her ID number to confirm the TV license, and the order went through. However, on Monday, September 2nd, they requested a copy of the TV license. It's important to note that in South Africa, TV licenses are now stored online and don't require a paper copy. There have been numerous back-and-forth communications regarding the TV license, which I must say is valid and up to date but still, this is not resolved and now they are threatening to cancel the order.