Does she have an online account? If she signed up online there would be an account set up for her.
Does she receive bills through the post or pay by DD?
The account number can be found in my account, on any bill she may have received and should be the reference under her DD if she pays by this means.
If she phones from her landline, the loyalty team should be able to trace from her phone number, its how the community staff work here.
Staff here are not back until Monday but with her permission may be able to find the account number and pass on, but there could well be GDPR issues.
Please remember to mark Solved Posts with Best Answer. Doing so helps other customers and saves TalkTalk's Support Team time by only looking at unsolved topics. Thanks, Steve (a fellow customer).
