Ridiculous Mandate issues

I am livid. I receive funds from a family member through Wise for nearly two years now. (Freelance work) But this time I am faced with a brick wall aka Bidvest Mandate form. Completion failed. I have jumped through hoop since Friday, yet not even close to resolving the issue. The funds are now stuck in my wise account, it'[s my money but I'm not allowed access because.... ??? No one seems able to tell me the exact issue.