Left stranded by standard ban****

So my husband and I work overseas which makes things a little bit complicated when it comes to calling the bank( work on a cruiseline) .Previously with standard bank I had blocked my account and was helped really awsumly by the consultant who called me on an overseas sim card. Bare in mind this sim card is not registered with the bank. I didnt manage to unlock my account but did try with the consultant on the line. She then told us that my husband could apply for credit 2 weeks before we arrive home. I mean we were told that prestige banking account has some perks. So now we are trying to apply for a credit application and half through the process we are told by our consultant Neliswa, who was told by her manager that to finalize this we need to be called for security purposes .We made it happen from the ship, for them to call us. Then we received another email saying her manager just informed her that we cannot be contacted via a different number due to security reasons. NOW I WOULD SAY THAT BLOCKING MY CARD IS PRETTY SERIOUS. AND TO RECEIVE A CALL FROM THE BANK TO TRY TO UN LOCK IT IS PRETTY SERIOUS. If ***** is the issue I should not have been helped in the first place. I should have been told the same thing. The consultant we work with now didnt seem as though she had a clue as to what steps she needed to follow for the processes at hand. We were given added on info every time. Which just delayed everything. Now contacting someone as a prestige banking member with all these perks seems next to impossible!!!!!!!!!!