Problems and frustration trying to upgrade my MTN cell phone contract

I app**** online at MTN Direct for an upgrade to my MTN contract on 8 June. This was then handled by Mondo. I sent all my documents: Copy of my ID document, 3 months bank statement, a copy of my payment slip, and proof of address to Mondo. Then I was also asked for a ***** Clearance Letter from the South African ***** Prevention Services (SAFPS), without explanation of why I need this. I encountered two problems: The letter will state that I have lost my ID document/that my ID has been compromised, which it was not. The other problem I encountered was that the SAFPS website is not accessible. Lezain from Mondo Customer Care, really tried his best to assist me, and I appreciate his service. Unfortunately he also could not explain why I need to provide a ***** Clearance letter. I am not willing to register a ***** clearance letter on SAFPS, because this will result in problems every time I use my ID document. I have thus asked him to cancel my application. I will now have to go to an MTN store directly to apply for an upgrade there. I was hoping to avoid doing this in person and do all online because of Covid, but working through Mondo has been really frustrating. I have had an MTN contract for years and have never had problems with upgrading my MTN contract, but since using the services of Mondo I have encountered problems. Not very happy!