Selfie verification

"Selfie verification" is needed when I want to transfer money, and if I take a selfie, it says failure to verify. After calling the customer service line, the agent advised that he couldn't help me and I should try online banking as it does not require a selfie. So now I have to wait 24 hours to be able to transfer money AND have to log into online banking every time? In the past, there have been times when the app just doesn't want to log in at all.