MTN pathetic

I have app**** for an MTN online deal and been advised that it is "pending". When I call MTN, I am told that I need to provide a SAFPS letter but no one can tell me where to get this nor why I should get one when there has been no ***** on my MTN number. I have made in excess of 30 calls to MTN with no help at all! Can someone with some knowledge respond.