Mom’s Money

Mom’s bank blocked her again. It took us a lot of time and effort to unblock her account last time. Everything worked for a while, and I checked her balance occasionally. Then, one day (I wanted to change the card used to reload her Russian phone because the card used before had no money left), the bank blocked us.
I remembered what we did last time, so I came to her and had her call the bank using her Russian phone (I asked Boris to add money there). She called, and the operator asked her to verify her name, date of birth, passport number, and where and when it was issued. She gave them all the information. Then, the operator asked her what her secret word was, and she could not remember (of course!). Then the operator said that since she couldn’t remember, she couldn’t unlock her account, so she would text a link to reset the secret.
I can never understand what the point was because my mom had called from the correct number, and she had already verified the information, so what difference would it make to receive a text to the same number? But needless to say, the text never arrived. The account is still blocked, and I have no idea what to do next.
I imagine that they probably can’t believe that my mom is still alive at 89, but this does not mean they have to block her account every two months. I hate to spend time on this, especially when there is no resolution.