ID verification problems, anyone solved this? after 11 years as a bank teller

My claim has been on hold for 19 weeks because the identity check will not accept my documents. The in-person office has long lines. What finally worked for you?

Write down the date and reference number each time you try. They asked for it when I finally got through.

Try a different device and good lighting for the photo. My first three failed because of glare.