Problems resolving a hack.

My email was hacked last week Thursday which I realized Sunday evening. I'm unable to get in as my password has been changed. It's impossible to contact MWEB except via the phone since I'm in Taiwan. I've asked my sister to phone and I sent in the requested documents 10.57 am yesterday, for her to phone on my behalf. It's more than a day later and still we are nowhere near them "having received it" though I got a receipt to my email yesterday and actually doing something about the problem - while who knows what is being done in my name from my iafrica.com (mweb) email. This is after saying they have a different cell number for me and so they didn't do anything earlier - except that my cell number has not changed since I got the email address in 2004 and I'm telling them it seems that the email has been hacked. How many more calls need to be made, and how many times more must we email the documents requested before we get somewhere? My internet security's notices that MWEB's email site is not secure appears to be true. No I didn't let them know seeing as they can only be contacted via phoning them from SA.