Vodacom cannot take action on receiving an email

I have been through a number of debilitating medical operations in the last months and calling Vodacom has been impossible. I have however been able to timeously email with all my details and a clear request but they insist on having a telephone conversation. I am now soft locked both on my cell and 3G.. I really thought that they could make an exception to the rule.. I am unable to answer or make a call - please deal with my request via email... How do permanently voice disabled people cope?