Poor service from the Royal bank of Scotland

My partner's mum lost her bank card. We've got in contact with someone and we have sent all the documents that they required. Aparently they lost now all documentation. They don't get back to Hazel about her card and what is happening. The service is not good. Hazel is been staying in South Africa for the past 16 years and she can't go to England to sort out her card. And no one at the bank seems to like help her. It is really frustrating. She can't withdraw her money for more than 2 months now. Please assist as soon as possible