Provided them with my passport and my pdf version ...

Provided them with my passport and my pdf version of downloaded original bank statement.

Please don t use their service. Very rude and bad customer service too. Not helpful at all. There are many other service available.

I am getting the same message

Thanks for uploading a document to verify your identity. Unfortunately, we couldn t use it because it was a scan of the document, not the original document downloaded from the provider s website

Please go to the provider s website and download a PDF of the most recent version of the document

Response to Transferwise comment on 04-07-2018
I have already sent a mail twice to support to provide me with clarification on what is wrong with the documents supplied, while two other money transfer services have accepted the same documents and processed my payments. World First and Currencies Direct, they are both FCA regulated too and they all follow the regulations.