Facial recognition shocker!

I have done a new application. I have gone through the whole process and got stuck at facial recognition. Did that step twice and was still unsuccessful. I was then declined. This makes no sense, as my bank statements was uploaded prior to that step. Surely I would have been declined if there was an issue on the statement. Also I have an excellent credit score. I have phoned helpdesk, but they don't know how to assist. Looks like I have been declined based on what I look like, even though the scans were unsuccessful. Absolutely shocking...