Failed bank verification

Wow what a horrible experience I have with tymebank just now. I called in to have a debit order reversed as I had already made payment on that particular account. I was asking 2 security questions. Of which am 100% sure I answered correctly. They told me I failed the security questions. I cannot be assisted I must call tomorrow. Am talking of a matter of urgency needing those funds for a matter of life and death. How can i not access my money because of questions I know for a fact I didn't answer incorrectly.