No one in Call Centre knows how to assist me

Over the weekend I went on to MTN online and added a new line to my existing contract. Yesterday morning the courier company phoned to confirm delivery details. I informed them that my handbag was ****** and that I only have a passport and not an ID. They said that I needed to speak to MTN, and that MTN must send them an instruction that it "OK" to deliver the device to me with my passport. Thats where it all went wrong.... I spent about 4:30 hours on the phone with MTN. Being transferred from one department to another. Later I started to speak to the same consultants over and over again, but no one was able to assist me. One lady in Customer care blatantly told me that its "NOT HER JOB". I am at wits end being sent from Pillar to post. I just need someone to assist me and inform the courier company that they may deliver my device. A Passport is a valid form of identification.