Very poor customer service

My capitec online account says there are no active accounts .When I called the bank, they said my profile is incomplete and I should visit the branch. I havenot used my account for few months before logging in as I misplaced my token ring.It is ridiculous as the person asked whether you had a account with the bank, I am based in overseas and cant travel for this .There should be a way they should activate my account again.It is really frustrating. It is ridiculous that there are no active accounts is what I see on my side.My South Africa phone number is no longer valid as I dont live in South Africa.I should be contacted over my email or my US phone number