Resolution of queries

It's really frustrating waiting for assistance. I had done the facial recognition 3 times and it was unsuccessful. This was escalated numerous of times. I haven't received feedback after the 3rd time I escalated about the facial recognition being unsuccessful. I had to phone because the whatsapp line is giving me automative message however it's before 5pm. I was told my application was declined. How can it be declined if my facial regconition wasn't complete and this process is taking forever.

Please assist.