No response from Tyme Bank

I am overseas at the moment and can't access my account I notifyd Tyme Bank of my situation and they told me that they will let their team know and let them contact me. I give them all the information they needed from me. This was 7 days ago and I still didn't hear from them, in the meantime my family suffer because I don't have access to my money Reference number I-*** and I-***