IT - African Bank

I never had problems with my online banking until middle 2024. I was constantly to go to a branch as I could not login. On 05 January 2025 I wanted to login but banking needed "Selfie" update. To complete "Selfie" the system constantly declined and finally advised to go to nearest branch. I was early at the branch, the system could not read my fingers, selfie nor update my online banking. Consultant contacted IT head office(waited long for assistance) IT division was neither able to assist her. She logged the matter to be sorted. I emailed the bank concerning matter and no response. Now three days later it still is not sorted and I cannot do banking. It cost me heavy banking fees as I withdrew cash at ATM. Why is IT system not assisting.