I once was able to buy LTE Data offering via my banking app, for some reason I am now unable to

I once was able to buy LTE Data offering via my banking app, for some reason I am now unable to. I tried engaging with them on X, after going back and forth sending them screen shorts, they started asking me questions to check if I am the right owner of the cell number, I mean something they were supposed to start with Now I send screen shorts of my last recharge and advance I took, for some reason that was not the right answer. My problem is that I have been talking to them on X for a very long time on different issues including this current issue As a result they can't help, I mean why not authenticate with my Rica information then