FNB - Interational clients left stranded

I moved abroad and of course got a new phone number. FNB are unwilling to assist me to update my OTP settings, leaving me stranded without access to my account. I called FNB on the 21st of August and was told to fill in a form as it is an international number. I completed the form and sent a copy of my passport to the email address provided. They tried to call me one afternoon on the 25th and I unfortunately missed the call. Since then I have heard nothing.

I do not understand how after verification, this process can be so difficult. It is against the law to purposefully prevent someone from getting access to their funds. FNB is doing just that. This is a terrible bank. They claim to be world leading, but they are like a huge ship, every interaction takes long to execute and responses are slow.