Telkom not user friendly !!!

My grandmother has had a telkom landline account for many years now and her statement has always been posted to her. A few months ago she received an sms stating that they won’t be sending it by post any more that we must provide an email address. I send a message back with my email address, they keep sending the same sms and I keep replying with my email. It has now been 3 months and she needs to pay her account. When I try make an account for her the telkom site to pay it there and to view what she owes it keeps telling me that her account doesn’t exist. And then takes me to a page to purchase things. I have been at this all day and I’m loosing my patience. My gran is old she can’t be paying things online and telkom is useless and we can’t even get any help from them!!! I seriously don’t recommended them to the elderly!!