Failed delivery due to "invalid" biometrics

I upgraded my contract over the phone and delivery was scheduled for last week Thursday. I had my ID document, proof of residence, as well as copies of these items as requested. Before delivery I received an email saying they are using new bio metric verification, and if this fails it will results in a re delivery will occur within 2 business days.

The delivery failed due to technical errors on my fingerprints. I spent about an hour trying to call MTN but got transferred to a different department every few minutes. I finally got through to Mondo Customer Service who have been at least been reachable, but after my third call to them I get a SMS notification that it will take 3-5 working days to get confirmation of my approval for manual delivery. This should have been done when i first contacted them last Friday.

I also tried emailing MTN customer support and the response i got was "Kindly note that if the Biometrics fail for the 1st time, DSV will set up another delivery date. However, should the second attempt fail, the application will be canceled, and you can try applying again at your closest MTN store."