clicked forgotten password i needed to do the face recognition thing it failed to recognize

I forgot my pin to log in my account on the phone,clicked forgotten password i needed to do the face recognition thing it failed to recognize me. I called Julie says i need to go to pick n [pay or boxer with is not on because its like her telling me that Tyme bank dont have systems that can assist asap i have to waist more time and go to shops. She logged in a tech ticket and turn around 24-48 hours. This is usless i need help asap