Contacts list not opening individual contacts

Hello everyone,

My mother is having a problem with her phone and I haven't found any useful solutions online so I thought I would post here.

Basically, when she opens her contacts, she clicks on a persons name to either call them or open their contact details and it does nothing. It will highlight the name and register the screen is being touched, but nothing opens.

There is no issue with the touchscreen, other apps work fine and no other issues. I have tried the 'groups' in contacts, didn't work. Soft reset has no worked. I am hoping there is another option other than hard reset as I am not in the same country as her to get help.

Thank you for your feedback and advice!