Please explain and fix my query

I was sent a facial recognition which I tried more than 8 times for it to work, and it was busy telling me that it has been used and the next things it finally worked after 4 hours of trying and it declined saying it's not me and I have called informing them to send another link as my credit was successful but only the facial recognition was declined anyone senior can you make contact with me and explain why cause your WhatsApp agent which rep**** after 2 days didn't have any answer for me, we deserve a better service.