International money transfers

I am very disappointed in Capitec bank. My daughter is a missionary on a ship and have numerous problems with her Capitec account, first of all she is on a ship in lockdown and have no access to make phone calls, My daughter, filled in a form that was sent to forex, because she received money from someone as a gift every month, but Capitec keep on sending the money back to that persons account. Can anyone please assist in this matter urgently.