Bad Customer Service

I can't verify my identity on their app. I logged a ticket, but they didn't even bother with investigations. I don't have an ID book; im using a smart card, and I do have an account with them. I was not applying for an account. I got this response from Khayalethu Nyembe , "Unfortunately, your ID book has not been verified by the Department of Home Affairs. To rectify this, you will need to apply for a new ID card. This will bring your records and latest photo up to date at the Department of Home Affairs. It is important to note that there is no issue with the validity of your current ID book. The reason for this verification failure is simply that Home Affairs does not possess your digital photo, which is necessary for our system to verify your identity. This may be due to the fact that your ID book was issued prior to the implementation of the new system. Our system compares the photo you provide through the link we send with your Home Affairs digital ID photo. Once your Smart ID card has been digitally activated and you have received it, you are more than welcome to apply for a Payflex account"