FICA ERROR/ Looking for a reason not to pay out??????????

I requested a withdrawal, proceeded to upload my fica documents and proceeded to take the selfie window. I get an error stating your bio DID NOT MATCH with your ID. i have been phoning the customer services since monday and every time i get another excuse. this morning i was told that the error will be resolved today and that the matter has been escalated i will then be able to proceed with my withdrawal NOW when i phoned to follow up, i am told to go to home affairs as i do not have a picture for them to validate my information, what Sh**t is this now????????????????????????? to me it seems like you are only looking for excuses not to assist or pay out!!!!!!!!!!! you have my ID document wich confirms and validate who I am??????????????????????