Refusal to send sms and claims an email address is required to send payment reference details!!!

My mom had car finance with Wesbank, she has to settle her residual amount and had requested for all the information required to make the transfer. She is being told all the time that they can only send an email they cant Sms the details to her, They cant take my email address either. My mother is 53 does not have an email address. It is soo *********** of wesbank. Smses and emails are both used to communicate. An email address is not required when you are applying for finance why must they require one when you need to settle your outstanding? Pathetic service