Pathetic and poor service from MTN online and DSV courier

Im Netshivhumbe Nyambeni Irene. I'm very disappointed about the service I'm receiving from mtn online and DSV courier. I app**** to a device contract online and it got approved. When the dsv driver came to deliver my package he was unable to complete delivery due to failure of biometric verification. I tried to call mtn several times to give dsv instructions so I can receive my parcel via manual verification with no assistance. They kept on saying they submitted a request and that I should wait and on the other side when I call DSV they told me that they haven't received any instructions from mtn. All I'm requesting is mtn to give dsv instructions so I can receive my device via manual verification/OTP