No international service

I am in new zealand and received an email that my home loan account will be blocked because the bank doesnt have all the documents needed to FICA me. They phoned my wife and she could do it over the phone. They couldnt verify me because my phone number is an old number and this is a problem. I emailed who they said i should email and sent 3 emails to their complaints department and there is just no feedback! If this account is blocked then i wont be able to pay them but they are not helping me to do my part! Honestly they are such a huge company but they cant sort this out!