Internet banking suspended

My moms internet banking has been suspended. She has moved to the UK of which she informed Capitec about. She was able to access her online banking and then suddenly couldn’t. I have phoned them numerous times from the UK and have gotten nowhere. She can’t remember her cellphone number from when she opened the account many years ago and they won’t go further. Eventually I threatened them with the ombudsman and got a phone call. They said they will set up a Teams Meeting. It’s week 2 and still haven’t received a link for it. This is my moms money and she can’t do any transfers or online banking. I’m getting increasingly frustrated and so is she. I think it’s time I do go to the ombudsman and see what happens then!