Mtn

So on the 3rd April I did an upgrade of an existing contract ,1 week later upon delivery I present my ID to the driver from dsv he takes my fingerprints he then sends me an otp after waiting for 30min nothing comes through, he now has to take the router back ,what I don't understand is that my ID is present yet he can't give me my item that I've been paying for,mtn is completely useless in assisting ,how is it my fault that the otp doesn't come through