MTN is a ****!!

I have paid upfront for a month to month home wifi contract...I've paid the pro-rata amount which was a full months value and the 2nd month upfront only to be told by Dsv that biometrics are not enough and I need my original id. A temp id won't surfice and they'll hold onto my package until I get my id which could take months. I've emailed MTN saying I want a refund and to cancel as I can't use the product let alone get it. But no response it's been 2weeks now!!!