complaint on mtn upgrade

Hi I have been with MTN for years and i just did an upgrade on 1 of my numbers, this morning RTT just came to deliver and they tell me biometrics failed and they said sorry delivery cant be done, what bad service that is for MTN as i am a long standing client. i understand security protection, but there should be a back up plan, i am so unhappy with this service i just called MTN and they say there needs to be a manual delivery and i got to now wait another week for something that is MTN issue, this is not on.