Bidvest global account is no global when you are overseas.

I have tried everything. I have tried all offices and no-one are able to assist me. Bidvest is a global account, but they cant assist me to transfer my money from my Grow account to my Savings account in order for me to withdraw my own money. We did not know that our sim card will dissapear. With the moving to New Zealand everything were hectic. I cannon belief that they have no way to assist me. Due to security reasons they dont know this is me. Why do other banks have options of proving its you but they just say I have yo go into a branch.