Disappointed by DSV

So dissatisfied with the service from DSV couriers, I app**** for a phone contract with MTN, DSV called to arrange the delivery and advised on docs needed. on Tuesday the 10th, received an sms from them advising that I need to get my ID copy ready and proof of address. Over the weekend my ID was washed with the laundry in the machine, I advised that to the delivery guy, explained the whole ID situation how ever I had my copy of ID. the gentleman refused to assist me coz he was advising that my face is not that visible, explained to him that the printer at work is making the copy darker.Sent an email to the company with the copy of ID, my problem is MTN will be deducting my account and my phone is with DSV which is very unfair for me. What is the point of them having the biometric system for verification but is not taken into account.