MTN Customer care!!!!

I have been a customer of MTN, paying by debit card since mobile phones came to SA. I wanted a simple upgrade on my sim only connection. I spent over an hour on two recent occasions with MTN Northgate and a further hour with MTN 14th Avenue. They all wanted my thumb prints but their equipment could not identify my prints because it could not read them. Their comment was that I would have to be there when the boss was there to override the system. Was I expected to spend another R200 .00 on fuel just be at the boss' s whim. How dare they call themselves champions and service providers. They should be prosecuted for false advertising./