Poor Service for SIM replacement

I am work out of SA. My daughters cell phone was ****** and the only way that I can get her a replacement SIM (because her phone is on my profile) is either to go into a branch and scan my finger or alternatively through the mobile app which allows for facial recognition and uploading scans of my ID. However their system does not work, every time I take the photos and upload the ID their system returned "submitted" followed by "Identity Verification Failed". My wife has visited three times but nobody can assist, they have no idea why there is an error or what is causing it and I can't get the Sim. Their has to be an alternative to this where one can send an affidavit and letter of approval with certified ID scans to get for people to get SIMS when out of country., There is not joy from the helpline and no help from any of the consultants. This is not acceptable