How to change a clients email address to get her bank application activated

Not sure what to say... Now a days one can apply for a bond online, or a loan or anything else, but don't want to change your email address when you are not in the country and your email account was compromised by hackers. My mom's email and cellphone was hacked, this was corrected but everything had to be reset. This included her Capitec banking application. We have called the call centre and I have gone to a branch and each one gives you a different story. I asked can they not verify her identity via a zoom call and all I get is No. Not sure what else to do.. Cannot import my mom as she is in the USA on a extended stay with my sister and she needs to access her bank account. I have emailed the bank and all I get is an automated email saying we wilm contact you shortly. I asked can I get a lawyers letter to assist my mom and also got a No...

So what do we stand to do, as my mom's SA cellphone number is no longer active and was told they an send her an activation code via email, but her email was hacked. So how do we get that changed... Sho my mom is super anxious as how do we get her banking application reactivated when each time we suggest something and get a NO...

Do we change her bank?

Who knows...