MWEB, your service is a joke!!

I am not sure if MWEB realize who their customers are and what customers mean to the business. I have a client, an elderly lady who simply logs onto her webmail account to send and receive emails. MWEB have stopped support for Internet Explorer 11, so have simply cut her off. We then tried to use a new browser, however she doesn't know what her password is. Should be simple now, just hit the forgot password button and it should send you the password. NOT IF THE CELL PHONE NUMBER IS WRONG! So what happens now, you have to phone MWEB, they then want to send you a form to fill in, um, to which email, the same one we cannot access? So now I have to get sent the email, I then have to go back to my office, print out the email, drive back to the client, have her fill in the form and then I scan and email it back. Then to be told it will take up to 48 hours to process. Oh and another thing, who decided that the website domain is .co.za and the email is .com!!