Overseas impossible to bank

Before moving overseas the employee at a Capitec Branch advised that I did not need a token if I moved overseas and needed to change my phone so I did not exchange my phone app for a token. Now I am stuck in the UK and am unable to access my accounts after trying to upgrade my app. I phoned the international number and they told me that I failed answering the questions and I needed to phone back after 24 hours. I was unsure about some of the questions as I am now living in the UK. Capitec is not a bank you should use when living abroad. I now have no access to my account and my money as I have also recently lost my bank card.