Urgent account access and banking details update issue!!

Dear Sir/Madam,

I am writing to express my frustration regarding the issues I am experiencing with your app.

I recently lost my bank card and received a new one. However, I am unable to update my banking details on the app, as it incorrectly shows that I have exceeded the allowed number of selfie verification attempts, even though I have not completed any.

I have tried contacting you through the app and by phone, but I have received no response. Due to this issue, I am unable to make payments, and my account has now fallen into arrears.

This matter is beyond my control and is causing unnecessary stress. I kindly request urgent assistance to resolve this issue so I can update my banking details and settle my account.

Furthermore, I request that any penalties, fees, or negative account impacts resulting from this issue be reviewed and reversed, as I have made every effort to resolve the matter without success.

Please treat this as urgent.

Kind regards, Shireen Johnson ***