Trying to help and get turned down

My Hubby is without a job and has a Sanlam load. I am going to pay for this and help him out. Phoning Sanlam not asking for any details on my hubby account. I asked them to mail my husband a statement with details to make the payment and a ref no.<br> again I did not ask for any details. They stopped me in my tracks and said my husband muse phone. So I reiterated he without a job and he cannot phone. that is why I am phoning from work.<br> so they will rather loose the monies that I am willing to pay than simple just email him a statements which mind you they said they cannot. So how the F..... are you suppose to know what needs to be paid and what is still owing. Bunch of ******* and USLESS Idiots!!!