Internet banking issues

I send an email to standard bank in regards to my internet banking issues. I could not longer log into the account. My mobile app to hasn't been working for a while, lost my card and once I reinstalled the app on an upgrade of somesort it wouldn't accept my card pin. Anyways I am abroad and my husband has been using the account. So we both cannot access the account anymore. I'm frustrated because I was told there was an email sent to everyone in regards to the username being changed which I never received. Infact prior to my email I've never received any email from standard bank. Don't know whether they have a wrong email address or what's going on. Secondly I called and held on for too long on an international call so I opted for a call back which also never happened. My family needs to access the account but can't. Do I always to be there in person to get assistance?