Extremely disappointing service from MTN

I am extremely disappointed with the service I received from MTN today.

I app**** online for a new contract, and when the courier arrived, I provided my ID and proof of residence as requested. However, the courier’s device could not verify my biometrics because my fingerprints do not scan successfully.

The courier wrote “request for manual delivery” on the parcel and explained that the parcel would then be delivered manually without requiring biometric verification. However, he was not authorised to hand it over at that time — despite me standing at my own address, with my ID and all the required documentation available. These are the exact same documents I would provide for the manual delivery.

I then contacted MTN on *** to try to resolve the issue. I was transferred between five different agents across Sales and Client Care, and nobody was able to assist or provide a solution. The last agent simply advised me that MTN does not provide OTPs and then disconnected the call.

What is most frustrating is that the problem is now mine to resolve, despite me having done everything required from my side. There appears to be no clear process or ownership within MTN to assist a customer when the biometric verification fails.

The courier also mentioned that all of his MTN deliveries today had failed biometric verification, which makes me question whether this was an isolated issue at all.

I expected much better from MTN. A customer should not have to spend hours being transferred from one department to another with nobody taking ownership of the problem.

Very disappointing service and absolutely no assistance from MTN when I needed it.