All this for a sim only contract

I have a business account with MTN after many years of paying. I have tried to upgrade a Sim only contract. After 11 emails and 42 what's App back and fourth. A cleared biometrics since 26 February 2026. I have signed the contract. I still don't have a contract i have now received this WhatsApp message " Hi Kevin so another thing, they are saying that the ID's are not clear enough, the other idea I have that will not be a mission is to contact 135 themselves and do it online because then it will not be delayed as it is now and I have sent all the documents as requested by them and they are coming up with one thing after another, I have even emailed and escalated it as to why they keep delaying the process when it is just a sim only deal and not a device"