MTN does not care for the elderly

My mother, age 83, has a contract with MTN which was up for upgrade. She is in a wheelchair and we took her to the MTN shop in Musgrave centre Durban. The lady was helpful and said she would arrange for the upgrade and when it was ready we must come back with my mother for biometrics. I explained that my mother no longer has fingerprints and she said it was fine. When we went back they tried about 20 times over an hour to get fingerprints and when they couldnt they said they couldnt help and we must contact the call centre. After 25 minutes of holding we got hold of the call centre who advised that if a person does not have fingerprints they are not able to assist