Telkom Poor service

Good afternoon Today i interacted with Telkom regarding my parents' landline matter. The did not know that there was an annual fee payable and they loaded the airtime with the hope that maybe there was no airtime(meanwhile the line was blocked). Upon enquiring at PEP that was when they discovered the problem and i contacted Telkom after another payment and only to be told that our home address is wrong and i will not be able to get help if i did not write email that confirms the correct one. For me this is absolutely disgusting and poor service, because i even gave my phone number and imagine old people going through this problem. Tel no- *** Mrs AS Shikwambane