Discovery's inefficiency to assist with withdrawals of funds.

Client of mine mandated us(financial adviser) to contact Discovery to assist with withdrawals from various investments. The company rep**** on 27 of November 2024 via e-mail providing us with the necessary documentation to be completed and what supporting documents would be required. We've been able to complete and submit the documentation on 4th December 2024 just to be informed that they will not assist / execute on documents submitted and that they have switched over on 1st November 2024 to digital submissions only. This was not conveyed to us when providing the documents. It seems that the client is now stuck without the assistance of her previous Discovery broker. Seems a bit harsh sins my assumption is that their relationship has broken down. What is the client left to do?