Can't get a wheelchair for 76yr old mom

I booked a ticket for my 76yr old mom to fly home online. I selected the wheel chair assistance she needs. Thank the God's I'm the paranoid type who bothered to call the call center to confirm that it was arranged. Because it wasn't. AND STILL isn't!!!! After a LONG COSTLY call they told me I didn't supply enough information for the service so it was CANCELLED. What extra information? The website doesn't ask for anything more that I provided!!! They asked? Can she walk? I said barely, very badly and painfully. So they say \Oh ok