Tyme bank - Debit hold 😡

It's been two weeks now calling tyme bank call centre to assist with unblocking a debit hold, today my dad was on the line for a good 1h45 with no consulted available to assist him. He doesn't have a smart phone his a pensioner and now can't access his money because his card is blocked. Last week Saturday a consultant assisted him and she said that she has unblocked the account to his surprise today it's still blocked..if we can't get assistance from the call center what's next because we don't know of any branch this is soo frustrating.