Online Profile blocked I’m not in the country and no one is getting back to me

Hi ,I have an account with nedbank I haven’t been in the country for the past two years which I informed before leaving the country. On Saturday I log on via internet banking to see it the money I transferred was reflecting and had a chat with a gentlemen about the phone number that was on the system he said that so safety and security reasons he would remove the phone number and I had to call the branch to give them my new phone number ,which I was fine with . On Tuesday I contacted global to find out if the money was transferred into my account and they informed yes , I went online to see for myself and the moment I logged in it said my profile was blocked . I’ve been trying to get someone to assist me atleast inform me why my profile is blocked I’ve send screenshot they keep telling to go to the branch ,I don’t understand how I can go to the branch when I’m stuck in a different country and I have been telling them someone give me the email of the branch Ikapa I sent 3emails to them that was Tuesday ,Wednesday and Thursday still waiting for a response or at least an acknowledgement of receiving the email . I left my mother phone number because I they only want SA phone number