Trying to sort out their mess

I upgraded my phone with MTN this week and informed the agent at MTN that my ID had gotten lost, she said my passport would be fine. This was not communicated to DSV, fine not their fault. But please can someone explain how you run a business with a client and they are not allowed to contact said client when an issue occurs? Because according to DSV, who has MTN as a client and therefore will have a business contact, are contractually not allowed to contact them to get permission to deliver my cellphone (not state secrets, by the way, an electronic device) and now I have to phone the MTN contact centre and be redirected from one person to the next because I do not have a business contact like they do, while trying to sort this out for myself. So MTN and DSV have idiotic rules and I, the customer, now have to figure out a plan how to get this fixed. Just absolutely amazing guys, i can see you don't work very hard for your salaries.