My card was declined but my bank says nothing ever reached them
Your bank is right. When a top-up stops for an identity verification, no charge is ever attempted, so there's nothing for your bank to see or approve. Calling them won't help, and they can't unblock it.
Take careful note of the error message on your screen. If it doesn't say the word "card", it isn't a card problem — work through the identity verification section instead.
Did that answer your question?