Requesting Documents Never Asked for Upon Upgrading

I am writing on behalf on my 71 year old mother, my mother has had an LTE Mobile Data contract for me since 2019. payments have been on time, we have had no issues whatsoever. In 2024, my mother was contacted to upgrade the contract, at this point I had already moved out and no longer staying with my mother, she advised the consultant to contact me directly as she is only the account holder and isn't very clued up on today's tech and how to use it, I was called, I confirmed that I wanted to upgrade to a bigger bundle, it all went well, I also asked to change the Payer details but keeping my mother the account holder, it was confirmed that I can do so, I provided my banking details - nothing was changed, my mother kept being debited. The past week my mother had the pleasure of working alongside Kwanele Tom - he was so efficient, patient and helpful, we had requested to upgrade the package and we are now changing to a mobile device, he advised my mother everything has been captured, he genuinely went out of his way to make it as simple as possible for my mom, he also explained to her when the payer can change on the account and confirmed that we may contact Billings 3 months after the upgrade. He assured my mother that the new device will be delivered within 5-10 business days and my mother will be verified, she would need to have her ID available upon delivery, she will be contacted to schedule delivery. Niether now, nor in 2024 when we upgraded it was requested for a banking statement because Kwanele advised me all is in order, my mom's account is registered with my email address, I have since Tuesday received emails requesting for bank statements, payslips that was never discussed with Kwanele, Kwanele was explained that my mother is self-employed, technically a pensioner and that her daughter was depositing money into her account to pay for the contract, I have rep**** to the email explaining that none of these was asked for, everything was captured, none of this was asked for when previous upgrade was done and verified and now why? I advised that my mother was informed to have her ID available when delivery takes place, instead my mother is being credit vetted, I have explained she is an elderly person who cannot use the apps and we stay far from each other, I literally see her once a month, furthermore we courier things between us. Our argument is that everything was verified and captured successfully with Kwanele, no mention of statements or payslips was required now we getting emails and sms's I also can't access the account info or tracker on the Telkom Self-Help Dashboard. The consultant emailing us back and forth has a very ****py attitude and no one has called again to confirm the so called "document requirements". What we don't understand is why was everything verified online or telephonically and why is a payslip or bank statement required for an upgrade when we have been paying for well over 6 years accurately, hassle free and again I argue that this was not the case with the first upgrade. Its not a new contract, just an upgrade