Vodamail e-mail address deleted

My elderly parents (88 & 83) had a Vodamail e-mail address set up for them a couple of years ago. This address was used for all their banking, investment and medical aid communication. We assume this address was deleted by Vodacom with absolutely no warning or upfront notification. We can't access the e-mail address and when e-mails are sent to the address we receive a message confirming the e-mail address does not exist. My parents went to the local Vodacom service centre and they also confirmed the address does not exist. No assistance was offered. I phoned Vodacom but as I don't know which cellphone number was linked to the e-mail address I also can't reach an operator. My parents are now trying to obtain telephone numbers for all their service providers to request copies of their documents - the MTN customer centre assisted them to create a new e-mail address but they are now trying to retrieve as much as they can manually. Surely, this is not how Vodacom operates. Can someone from Vodacom please assist.