Unable to switch funds on your website

Hi, I've been trying to transfer funds from the 1 unit trust to the other in my mom's portfolio, but your website keeps giving me an error. I contacted your call centre and they told me I needed to email a letter from my mom giving me permission to do switches (which I did). This didn't resolve the problem. I called them again, and another consultant told me there's an IT issue. Then via email I was told there must be a problem on the portfolio and I need to call the contact centre. Can someone please resolve this issue. I know I can submit a form, but something as simple as a switch shouldn't have to be so time consuming.