Bad Service

Hi I ordered a rain simcard the week before last, it finally arrived via takealot.com, I tried to activate it and it kept refusing, eventually yesterday 03 May 2020 it started the activation process, on their site it says I only need proof address and my ID document for the RICA process, unfortunately for me Ive been asked for facial recognition which I've been doing for the past 24hours ad it is not working. My account was debited but the support centre is not assisting me till now. I keep logging complains but no response as yet.