MTN Call center problems

So I ordered a new SuperFlex contract online with MTN. The Package arrived yesterday, and to my dismay, I realized that I have lost my ID. So the courier could not deliver my new package. This I understand fully.

Today, I phoned in to the call center, as I was told in store that this is an online deal, and they cannot assist me.

The phone call lasted 20 minutes. I was transferred between Customer Service, contracts department and Sales several times. Each time I explain my situation, they transfer me to the next department, on to the next, and back to the original.

All I wanted to find out is how can I get my contract now, and no one has an answer. I get the feeling that they are not really trained in problem solving...

No one could assist me.