Failed Video Verification, Document Mismatch - No Right to Reply?

Hoping someone might be able to help share their experience of video verification or an Amazon Mod might be able to give some advice.

A friend of a friend has tried to open a brand new professional selling account on Amazon.
She had all the usual documents prepped (passport & bank proofs), then went through video verification.

The lady on the video checked the documents that she held up and confirmed they were all ok after checking something on her screen. I can confirm the documents were the same as submitted earlier in the process.

Immediately after the video call ended, a message then came through to say the account was not verified due to a document mismatch.

She tried to raise a case but nothing came back. The only advice given on the help pages was to try again by creating a new account, but that seems hypocritical for Amazon to advise that when they just shut you down for related accounts any other time.

Has anyone experienced / heard of something similar? There’s only one case mentioned in the forums with no resolve.

Is there someone on the Amazon team that can help advise the next steps?

Thanks in advance