No support for elderly expat

My mother-in-law has just moved overseas. She needs to increase her online banking payment limit above what can be done online. Nobody at Standard Bank seems to understand that she can’t go into a branch to request this change…she is no longer in the country! She urgently needs to transfer money to finalise the purchase of a property and nobody is stepping up to help her in this out-of-the-ordinary case. This is unacceptable from the bank to which she has been loyal her whole life.