Cannot get a password reset for 2 hours now

We are a company that provides IT equipment to an Organisation called Huis Ebenhaezer. We donate Equipment to them for their charity work. Anyway long story short, their router was struck by lightning so we are trying to help them setup a new one but cannot get the username from MWEB as the account holder does not exist in anybodies records. Also the phone number is an old Huis Ebenhaezer number that does not exist anymore so therefore MWEB cannot help us get the company back up and running. So basically they must stay off forever and never ever have internet again but the account holder who i am assuming is also providing charity to them must just keep paying. I have been trying the whole day with no luck. We cannot just let this organisation be down for this long... Can someone please help as i can get nothing out of the call center people never mind i have to wait 1 hour in the queue every time I call?