Word 2003 different fonts being shown on toolbar and "font"

I hope this makes sense!

I help a blind lady with her computer and she uses a system called Jaws with a braille reader. We've just realised that on the screen in the toolbar it claims that the font in use is Arial but when she goes into Tools and Fonts it claims that the font in use is Helvetica! Now she can't see what on the toolbar but she wants Arial not Helvetica. In fonts, if you change to Arial and click Default etc it still reverts back to Helvetica.

I've deleted Normal.dot with no benefit.

Any ideas??