MTN discriminates against the elderly and disabled

My mother is an elderly lady that has been with MTN for many years, this year, she upgraded as usual, and when DSV delivered the package, they wanted two biometric fingerprints. Unfortunately, she does not have thumbprints due to physical labour when she was younger. After this failed attempt, the DSV driver advised us to contact MTN to switch the delivery method from biometrics to OTP. We contacted MTN, and they told us to reschedule delivery. When DSV arrived once more, they required her biometrics. Again. After this encounter, we phoned DSV again, and they reiterated their first statement; upon telling them that we had done it, MTN confirmed this and told us that they'd put a request in for a special delivery. After being on the phone with MTN for hours, I still did not have an answer, and the MTN agent who spoke to me told me that my mother should go to an MTN branch, even though she is unable to walk, or she can apply at another service provider. After phoning DSV the next day, they told me that MTN denied their requests to use another method of delivery. We requested a cancellation of the upgrade, as we will now be seeking an alternative service provider, as it is clear that MTN discriminates against elderly and disabled clients. Can you please check that this contract is cancelled?