MTN's failed biometric test!

I have been a MTN client for numerous years so it made sense to stay on with the same service provider when upgrading. It seems that this was a mistake. Upgrading on the app was not successful. I got to a point where it bombs out and you just cant go any further. But at least I was contacted the next morning by phone to continue with the upgrade. This was easy and a pleasure dealing with the call center agent. And this is where it all starts going wrong. I was told that my new phone will be delivered in a few days via courier. I was notified that the package was out for delivery and was then contacted by RTT to confirm delivery address etc. A few days later I RTT arrived to deliver my new cellphone. A simple biometric scan and I could have my phone. Not so simple. The system doesn't recognize my fingerprints. I dont know where you would have record of my fingerprints in the first place? Coincidently my wife had exactly the same problem a day or two earlier. The courier guy said this is the norm. Almost every biometric test fails. I will be contacted by MTN to rearrange the delivery with a manual OTP process. The upgrade on the app took place on 06/08/20262. It is now 18/08/2026 and I am still struggling to get my upgrade. I have phoned MTN, was put through to another company who would help me. Their advice was to just go into a MTN store and upgrade and I will get my phone immediately. Doing this through the app is for my convenience and there are no fees for app upgrades according to the call center agent. Why would I want to go into a store? I have tried every avenue to find out where my new phone is and when it will be delivered. I have phoned and WhatsApp's the courier company, phoned MTN, spoken to their outsource company and have got nowhere. At this point I would like to cancel the upgrade and move to a service provider that wants my business, but this is also proving to be impossible. MTN do you really care about your clients?