CANNOT ACCESS APP,CANNOT GET ASSISTANCE!!!

had this account almost decade..never used it except as pnp card, then I downloaded the app, app refuses to open because there error with selfie, called call centre asked stupid easy questions....all very easy to answer because I have never used account boom, I'm told computer does not allow access for call centre agent Thembi Ntuli to assist because I answered wrong...what utter garbage is this???? I have never used this account, I am trying to use it boom, some system tells me I am not me, therefore I cannot get assisted...really??????? utterly useless...no branch makes sense because they'll be queue fighting this *****! this garbage is useless!!!! utterly useless timewaste