MTN - do not try to cancel an online order!

An upgrade was done on the online platform. At delivery, the biometrics did not match for some odd reason and the parcel was withheld. Been trying to cancel the online order for 2 to 3 weeks now in order to redo the upgrade. Seems MTN is unable to cancel an online order via telephone, at the branch, after many tears and curses. Really, for a company of that size, this is unacceptable. Seems I will have to look at other service providers. Just one concern - does any of the others actually have their sh*t together?