Still no joy!

After my initial complaint on Hellopeter, I finally got through to Sanlam Computershare and was told what I had to do to change my banking details. Which documents to have certified for Fica etc and then which email address I could send it to. I then also got a call from the complaint I had put in on Hellopeter by a Sanlam Computershare consultant. She was very helpful and told me what I had to do including giving me an email address (just like the the first person I spoke to) - so they both told me the same thing! About 3 days later, I get a letter in the mail stating that I cannot just email the certified copies through but have to hand in all original items .....- I'm actually confused and not sure what I have to do now!! What puzzles me the most, is that we receive very little original statements through the post nowadays as most of us have them sent via email and I print it out on my black and white printer as I do not have a colour printer. Maybe someone can explain to me what happens now?? Where / how do I get this done now??