Elderly couple cannot reach Nedbank to access their funds

My parents stay in the Netherlands. They have a Nedbank account at Durbanville branch and needed some of their savings transferred to The Netherlands. This has seemed impossible over the last few weeks. Branch or specific person cannot be called, only a call centre who leave messages that are not rep**** to. The elderly client has on more than one occasion tried sending indemnity documents with transfer documents to the branch. Their initial contact person was Anneli Hoffman. As their son, I have also left message via the call centre without reply. How does one solve this terrible problem where bank seems totally unaccountable while the elderly couple sit without money?