Funds can only be reversed by filling in a PDF dispute form and emailed back

Good morning

This is my 2nd bad experience with the service on my Old Mutual Money Account. The 1st dispute is still not resolved since January, now I have another dispute w.r.t to a fund reversal. I called the call centre to reverse a payment after I call the vendour and the bank send me a dispute form (PDF) to fill in and email it back to them. We are on lock down and I'm working from home and do not have access to a printer or fax machine. Old Mutual bank in my area is closed. The I called and asked if the form can be emailed in a WORD format as I so that I can fill in the form electronically, but they are not able to do that according to the agent, because all there documentations are in PDF format....My question in this day and age why we must still fill in forms??? Why does the Old Mutual banking APP not have the option to dispute a payment like all normal and modern banks??? I'm closing my account and move on. I've had it with this primitive so called BANK.