Pensioner told to go "in-store" for a contract during LOCKDOWN

My parents app**** online to get a LTE router so my daughter can continue with her school work during the national lockdown. they have been MTN customers for 30+ years, have several contracts in place which are all paid in full by debit order every month. a call center agent then advised that they needed to go IN STORE to sign for the new contract because they are +60 yrs of age as this is policy. WE ARE IN LOCKDOWN!!!! the shops are closed Surely MTN can revise their policies for these extenuating circumstances when the President has told us to stay in our homes, our schools are closed and social distancing is the norm. I am totally speechless at MTN's attitude, they have lost potential business, asked a customer to disregard the national lock down and are preventing a grade 11 learner from keeping up to date with her studies whilst schools are closed.