Getting a phone delivered by MTN

Recently renewed my contract via the App. That service was good. Getting the phone has proved a challenge…. Could not take delivery because fingerprints would not read…. How does a courier service have access to a Home Affairs database? Was promised a response after 24 hours. No response. Sent to 2 different numbers. Promised a response after 24 hours…. Still waiting. MTN blame the courier…. Does their service work?