Cant read emailed request for a settlement letter.

I requested a settlement letter on 13-02-2015 and got a sms response to phone them. See the problem is I am hard of hearing and cant make voice calls and it was stated in the email in red lettering. I send another email on 17-02-2015 stating that I cant make voice calls and again on 18-02-2015 but no settlement letter. I have supp**** all relevant information in the emails and even attached a copy of my ID. Either they cant read or don't understand that you need working ears to make voice calls. It is totally unacceptable and rude to request someone to call you if they cant hear and indicated it to you. They should find a way to do this because I cant be the only hard of hearing/deaf person that want to or is using their services.