MTN Upgrade phone delivery failure

I am busy with an over the phone upgrade process with MTN. They use a company called DSV for deliveries of the phone and fingerprint biometrics are required. I'm not sure what they verify the fingerprint against, but mine failed and now my phone and upgrade is in limbo. There is apparently a manual override to the biometrics process, but I can't seem to get that implemented to be able to receive my phone. I have been with MTN for 25 years and now it feels like I'm being ****med. If anyone from MTN can help, it would be much appreciated