Poor service!!!!

My mother has not been using her tymebank card for some time now, she received an EFT payment, but is not able to withdraw the funds because it keeps saying the bank card pin is incorrect. We've tried to reset/change the pin at the machine no luck... she does not have an online profile we tried to create one but it says her account has been locked. The call Centre staff are not help full at all, she really needs the money.... please advise how this can be resolved?