RCS Makro App is not working since the end of last year, since they have tried to enhance their security authentication by introducing a user's Selfie

RCS Makro App is not working since the end of last year, since they have tried to enhance their security authentication by introducing a user's Selfie. I have sent many requests and finished my airtime by calling several times. Their response is it has been escalated to IT and they will send me an email with a link to do the Selfie. This does not happen though. The result is that I cannot properly manage and pay my account like I used to, and has missed a payment as a result - affecting my credit score. The thing is, as I tried to explain to the RCS call agent, if you pay on the App the money goes through immediately. In the shop or EFT banking it takes 4 to 5 days to reflect, so I pay on time, but it reflects late. Can somebody please address this with their IT and respond to my calls.