ID Verification at Woolworths Financial Services has no purpose as they refuse to verify my ID

I tried to open an account via the Woolworths app. I previously had an account for many years that I closed in 2023. The app doesnt allow me to take a selfie or upload a photo. I called Woolworths Financial Services and was instructed to send my photo and ID to *** for them to upload it from their end. But then I keep getting a reply that they cannot do it as my application was declined. How is it possible for my application to be declined if I could not complete the application process due to the app not working. Its shocking that no one from WFS is able to assist me.