There Is No "Take a Photo of Your Face" Feature - Acct Deactivated

My account was deactivated and I was told to provide more information to verify my identity. I uploaded a bill to prove my name and address, but was told it wasn't enough and I had to use the "take a photo of my face" feature or join a video call with an associate. There is no option to do either of these things and no link was provided in the email. I uploaded a camera shot of my face together with my photo ID and it was rejected. I feel like Amazon is going to ask for a DNA sample or a pint of blood next. What more do I have to do to prove that I'm me? And where is the "take a photo of my face" feature they keep telling me to use that doesn't actually exist?