Nobody has been rude to you... This is a busy forum on which replies will sometimes, by necessity, be brief and/or blunt.
You have been advised that you initially approached the matter from the wrong angle. That is not a criticism of you, but a word of caution to avoid you making the same issue in the future.
We have tried to offer advice but you seem to have come back by suggesting we are wrong... For example:
we cannot dispute liability as they have a photo taken by a man
That a man took a photo does not mean that you have no means by which to dispute liability.