Report a Faulty Email line

Last October we app**** for a Telkom line, they could not install a line in our area at the time so offered us a WCDMA line, I contacted the sales department and opened a email address, I have worked on it for two months when all of a sudden it did not want to work and keep on asking for a password, but it would not accept the password so I booked a service call, they sent me a message to tell me the service has been completed but I have not received a new password from them, when I phoned them to tell them I cannot work on the email because it required a password they tell me they will sent the password on our cellphone, i have told them I have received no password, then they look on their system and tell me they cannot find the email address on their system, they have then put the request to their technical department, but after two months and several call my email is still not working, customer has already me email address and I cannot sent or receive emails, how can that email domain just vanish from their system.