Changing from meter reading system to prepaid system

The Eskom in Bethlehem, Free State is administered by *********** people. My mom wants to change from the old system of reading meters as she is hardly home and they end up estimating her readings which ends up being a ridiculous amount. She asked to change to the prepaid system they checked for her and they told her she qualifies then she filled in the forms and submitted all required documentation. On Monday they said all her documents were missing and were not captured electronically and she must resubmit. What do the administrators do if not capturing documents, its something so simple yet they fail.