Pillar to Post and back again, then around in a circle.

My sister emigrated to the UK 10 years ago, and did not retain her South African citizenship. She approached FNB about opening a non-resident account and was told that because she did not financially emigrate (this concept only came into existence in 2021) she was regarded as a SA resident living abroad. When she then tried to open a "normal" account, she was told that she can only provide a SA mobile number. In what world is this possible? Do current account holders, when they go work overseas for a while also have this issue? Because you need to provide an OTP almost every single time you try and transact? Aside from this, she also asked FNB to go through the process of financially emmigrating her and DESPITE the fact that the SARB clearly indicates that if you have been out of the country for 5 years or more, somehow no-one at FNB will accept this/knows how to do this. How do we get hold on 1 person that can help instead of 3 different people with 3 different stories?