MTN and DSV upgrade delivery failure due to biometrics.

I did an upgrade over the phone and DSV attempted to deliver my phone. The biometrics failed and they advised that I need to arrange a manual delivery with MTN. This is the third year in a row I have had this issue with phones for my wife and myself. Every year I tried to phone MTN but just get passed around between departments. Last year I eventually went into a store, cancelled the upgrade and did it in store. I was also told that someone would phone me back with an OTP which never happens. I now have the exact same issue again. I did eventually after many calls to MTN get to someone who raised a ticket for a manual delivery, advising that I will be contacted within 72 hours. I am not holding my breath. It is extremely unfair to start paying the upgraded contract and have all this issue with getting the phone delivered. As a customer of MTN for 27 years, it is absolute terrible service from MTN and very frustrating. There seems to be no process in place to deal with this once biometrics fail. I will appreciate any assistance from MTN to get my phone delivered.